Today Fido officially announced the launch of its new customer-focused service called FidoANSWERS.
The new service, which has actually been active for a few weeks now, is a major overhaul of Fido’s customer care call centre process where customers will now not have to wait on long holds and go through complex voice-activated navigation menus.
According to a survey conducted by LÃ©ger Marketing on behalf of Fido, 89 per cent of customers prefer talking to a representative when calling their wireless provider, as self-serve automated systems can sometimes cause delays including long waiting times, complex navigation menus and potential call transfers.
When customers call into Fido, they will get two options: use the self-guided menus or speak to someone right away with FidoANSWERS.
Fido has stated that the company had a goal to answer customer calls faster, with less transfers:
- Our self-serve menu is available to you 24/7. It’s a quick and easy way to check your usage, your account balance or make a payment
- Fido answers you in English, French, Cantonese and Mandarin
- We have increased the number of service representatives by about 10%
- All Fido Service representatives are located in Canada.
Fido has also launched a new commercial advertisement for the service: