OREANDA-NEWS. Tele2, an alternative mobile operator, has launched a service for customer support on Viber. Viber users will be able to follow the company’s news and get consultation in a web chat.

The new service in the Viber application allows Tele2 subscribers to keep updated on the company’s news and promotional events as well as quickly solve all the issues regarding the use of the operator’s tariffs and services. Tele2 subscribers get consultation by the call center employees who underwent a special training program. All consultants have enlarged duties, which allows them solving the most complicated problems of the clients in the shortest possible time.

When communicating with clients in the new channel, the call center employees stick to informal and friendly style. In order to get consultation on Viber, it is just necessary to type in “Tele2 Russia” in the “Public accounts” section and choose the “Chat” entry. An average hold time totals around 30 seconds. In the future, Tele2 is planning to expand customer support in the popular messenger and launch a chat bot that will help clients check their account balance, change tariff, activate or switch off options as well as find the nearest Tele2 store. 

A launch of the Viber public account is not Tele2’s first project on consulting clients in a messenger. Last year Tele2 became the first operator to have launched the customer support service in the Telegram application. Since January 2016, the number of requests processed via messenger increased more than three-fold. Over 90% users assess their experience of being consulted in Telegram as “excellent”.

Natalya Loshkareva, customer service chief at Tele2:

“For convenience of our users, we are constantly expanding channels of communication with our clients, while sticking to our traditional principle “We have to be close to our subscribers”. Messengers as means of communication are gaining popularity. The audience of the Viber application counts over 800 mn users in the world, with 70 mn of them located in Russia. Tele2 is not only the first Russian operator to have launched a public account in Viber, it also started using messengers for customer support ahead of its competitors. Clients who use Viber to communicate with their relatives and friends may now get our professional help in this new channel.”