Today it is easier than ever to diagnose telephone line problems, resolve a number of technical issues online, and request a specialist engineer callout, now that Telecom Italia has launched “187 AT”, a new assurance system available for the iPhone.
Downloadable free of charge from the Apple Store, the application allows all Telecom Italia customers to contact the technical helpdesk and manage fault reports regarding their traditional fixed-line connection directly from their iPhone, regardless of which mobile network provider they use.
This is the first time anywhere around the world that a telephone company has put the customer at the heart of the phone line problem resolution process, using wizards to resolve problems, submit fault reports, and speed up the whole process.
The “187 AT” application uses an integrated online phone line diagnosis system. Through a series of automatic questions and answers, the application simply and intuitively caters to customer’s assistance needs, leveraging the multimedia potential of modern-day mobile telephony.
For more complex problems, customers can submit a fault report through the “Assistenza” section, and provide information of use to the engineer on callout. The application also includes a “Le Mie pratiche” section, where customers can check up on open tickets, follow-up on issues, cancel callout requests, and check what stage the resolution process has reached.
The “187 AT” application’s “Info Utili” section gives customers access to information for ADSL-line and e-mail related self-care. Customers will soon be able to directly undertake diagnosis and report faults regarding broadband connections too.
The free “187 AT” application will be rolled out in future for other types of smartphone.
For more information, visit: http://aiuto.alice.it/informazioni/iphone/index.html
Rome , 28 June 2010