After slipping into the shoes of the coach of the Free Proxi team in two teasing videos Funny, Xavier Niel looks back on the genesis of this innovative local assistance created by Free for its own subscribers. He presents it as the future of customer service.
There is no doubt that the idea germinated in the mind of Xavier Niel himself. In launching Free Proxi, this November 22, with great fanfare through two hilarious promotional videos in which he plays the leading role, the founder of Free reveals his vision around this new local assistance service from Free, as well as behind the scenes. A revolution in these eyes that contrasts with conventional customer services. His conviction is well founded, Orange, SFR and Bouygues will end up coming to terms with the facts, “the future of subscriber service is Free Proxi.”
The look of Xavier Niel
“We’re not going to lie to each other: dealing with customer service, in general, is heavy.
You are asked to press the 1 key, then the 4 key, then the 2 key, then your line number followed by the pound key, then the 3 key, oh no, it was not that one, so star to go back, then key 2, so that in the end you come across a voice of a falsely human robot which tells you that unfortunately we cannot answer your request for the moment but please call back later.
With Free Proxi, we wanted to keep it simple. The advisor who responds to your request and the technician who will be in your living room a few hours later to repair your box are one and the same person.
How ? By what magic? Not because we invented teleportation – we invent a lot of things at Free but that, not yet. We have simply set up a small team of experts close to your home. Small, because they are 10 maximum: more practical when it comes to working together (or sharing a pizza). Experts, because not only do they know your Free equipment as if they had designed it, but they also know your neighborhood inside out. And it is this same team that follows you from A to Z: from making contact to solving your problem. No need to re-explain it with each call, they will know who you are.
It’s a small revolution. We’ve been working on it for 3 years, so obviously, we’re very happy to finally be able to announce it to you. We didn’t wait for fashion to be on the short circuit to launch Free Proxi.
I have no doubt that our competitors will recognize the obvious: the future of subscriber service is Free Proxi. If they are inspired by it, we will not blame them. We love them anyway, because it is also thanks to them that we are here…”
Free Proxi already has 67 local teams located throughout France, covering 25% of the operator’s n base of 21 million Freebox and Free Mobile subscribers. The objective is to reach, by the end of 2023, 150 teams to cover 50% of the park. Each of them is made up of 8 to 10 advisers available 7 days a week from 8 a.m. to 9 p.m. The objective is to provide a solution for the subscriber within 15 minutes.