Live the wait |The costumer service of the future
Politecnico di Milano
Product Service System Design
Professional Workshop
A. A. 2015-2016
This project is the result of the effort of one week workshop conducted in partnership with Orange, the well-known French Telecom Company. It explored scenarios on how the customer relations of the Company may evolve in the next future, by asking students to invent a new customer service that will make life increasingly easier for the customers and that will involve the community in a brand new way.
They asked to present the concept through a one minute video.
The concept
When it comes to experiences, providing a flawless service is fundamental for customers to fully appreciate it. However, everyone knows that a crucial but inevitable phase of the process of involvement between customers and providers concerns waiting times, that aren’t often designed to prevent frustration and bad feelings.
But waiting doesn’t always take on a negative meaning. Think about restaurants: if the dish you have waited for for twenty minutes is adequate, the preceding period will be forgotten, and memories will be positive.
Positivity has to be at the base of the improvement of customer care: if clients are satisfied, the brand will benefit from it.
Positivity has to be at the base of the improvement of customer care: if clients are satisfied, the brand will benefit from it.
In Italy an old tradition is being reintroduced: it’s the caffè sospeso, a way to celebrate by offering a taste of optimism to strangers. When buying a coffee, people in Naples used to pay for another one, that was enjoyed later by someone who couldn’t afford it.
This habit is a good example of what Orange could suggest to its clients: together, they can start spreading ethically good vibes towards who’s in need. The Foundation is already active in several fields, and customers could enjoy feeling part of a worthy institution.
This habit is a good example of what Orange could suggest to its clients: together, they can start spreading ethically good vibes towards who’s in need. The Foundation is already active in several fields, and customers could enjoy feeling part of a worthy institution.
When waiting for the customer service to answer the phone call (that exploits the in-app call technology), users can open the Orange app and participate the educational game that is offered.
In the same way, clients who enter the Orange store are traced by the Beacon technologies, that detect them and start the plugin, after having calculated the expected waiting time.
While playing the edutaining game, customers come in contact with projects the Orange Foundation is involved in, and at the end of the experience they discover that their participation has led to an important help for the people they virtually met during the game.
In the same way, clients who enter the Orange store are traced by the Beacon technologies, that detect them and start the plugin, after having calculated the expected waiting time.
While playing the edutaining game, customers come in contact with projects the Orange Foundation is involved in, and at the end of the experience they discover that their participation has led to an important help for the people they virtually met during the game.
This makes them aware of the fundamental role Orange has in today’s world: their wait has finally reached a meaningful status and can be only perceived in a positive, optimistic and ethically good way.
