In the experimentation phase for several months, Free assistance via Whatsapp is now available to all Freebox subscribers.
After Face to Free, the Free Mobile chatbot, Facebook, Twitter or 3244, Xavier Niel’s operator is generalizing a new assistance channel. If only certain customers had the possibility, during a test period, to inform the Free teams via Whatsapp of any malfunction on their box or their line, the functionality is now accessible to all Freebox subscribers. To access it, simply go to the Subscriber Area in the “My assistance” section and click on the icon of the famous instant messaging service to 20 million users in France at the bottom of the page, or go to on the “contact us” page of the operator’s site by entering their login details.
— Davy (@401httperror) June 20, 2021
For now, it seems that Free Mobile subscribers do not yet have access. The strong point of this new discussion channel is proximity. File follow-up is thus facilitated since the Freenaute remains in contact with the same FreeHelper for 72 hours, avoiding having to repeat their problem each time they make contact. WhatsApp also allows new features, facilitating the exchange between the advisor and the subscriber: sending gifs, videos, voice notes but also transmission of tutorials from the operator’s YouTube channel for example.
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