Free wished to complete the channels allowing subscribers to contact its assistance service.With 30 million unique users each month in France, WhatsApp presented itself as a relevant choice, in addition to the other solutions in place including free centers stores, telephone assistance at 3244 or even webcam support service Face-To-free.

Launched by Free on April 2, assistance via WhatsApp presents itself as a relevant channel in a context of health crisis inviting to limit physical contacts and favor teleworking.And these are not the only advantages, with the possibility of sending media to facilitate the processing of demand (photos and videos), but also to make exchanges more user -friendly and more practical (GIFs and voice messages).Without forgetting the large hourly amplitude, practical for subscribers: Monday to Saturday from 8:00 a.m. to 10:00 p.m. and Sunday from 8:00 a.m. to 8:00 p.m..A chatbot is also programmed to answer questions that do not require a file analysis.What can be able to respond 24 hours a day and 7 days a week to be in the immediacy of the conversation and in fluidity, but also to sort the flows upstream and return to the most adequate freehelper.

During the Free Weekend Communities Convention, the operator also gave some figures for his assistance via WhatsApp: 386 employees (excluding supervision), 50,000 supported users, 2 thirds of requests processed in less than 15minutes and 18 % of exchanges containing attachments such as photos or screenshots.The appetite for this new assistance channel is also translated in the figures provided by the operator: + 34.81 % of messages received monthly on average.Satisfaction is also notable: 90.60 % overall.

The WhatsApp canal covers assistance for fixed and mobile, both for the commercial part and for the technical part or the account management part.Subscribers can thus obtain information on free and free mobile offers or about their invoice, follow their lines, get help for dysfunction or configuration and obtain an exchange of equipment.

How to access it?

To find out if it is possible to access this means of communication, you will have to go to the "Contact" section, accessible by scrolling the free website home page.Indicate whether you are a freebox, free mobile or not subscriber subscriber.Several means of contact are then offered to you.According to our observations, the function appears when an advisor is available on WhatsApp and disappears when there is no one left to answer.