European mobile operator Orange have announced plans to introduce a service to help it’s customers with specific smartphone related issues.
Offering a dedicated, chargeable hotline, operators will be able to verbally assist Orange customers aswell as remotely connecting to a user’s device to provide visual real-time technical support by way of a remote assistance service.
The service will provide specialist customer service representatives that can offer assistance with setting up email accounts, connecting handsets to the internet and helping to ensure customers are able to synchronise their devices with their computer.
Remote connections can be established by sending the customer a small applet in an SMS message, as soon as it is executed, a technician can then take control of the device in the same way as an IT technician would a PC.
Orange have confirmed that it will continue to offer free support to it’s customers via it’s standard customer service centres with the chargeable service being available as an opt-in service for new smartphone users who might not understand the complexities of their phone.
The smartphone support service will be available as an Orange Care package or charged on a call by call basis. The service is expected to be launched in the second quarter and will be rolled out to users in France, UK, Spain, Romania, Poland, Switzerland, Belgium and Moldova.