Everything Everywhere is putting mobile devices and operating systems at the heart of a new approach to delivering customer experience.
The overhaul is part of a wider €62.5 million investment programme the UK-based Orange/T-Mobile JV announced on Wednesday.
Customers will be able to access what EE describes as “highly trained specialist agents” who are experts on specific devices and related operating systems.
EE said staff will be trained in a “development academy” to becomes experts in all aspects of customers’ digital lives, advising them on device, technology and account specific needs without having to transfer them between departments.
Staff will receive accreditation in the area they specialise in as the company attempts to increase loyalty as well as improving service.
EE said this demonstrated a “fundamental shift” in how customer service is delivered.
“This new service approach responds directly to how our customers are now using their devices, the service they expect and how our people look after them,” said EE’s chief customer officer Jackie O’Leary.
EE said trials of the new approach showed “dramatic improvements in the resolution of issues at first point of contact” and double digit increases in Net Promoter Scores.
As part of the new approach EE said it would continue to refresh its retail stores.
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