Orange Luxembourg gives its customers and products a voice

Background

Orange Luxembourg is a major player in the Grand Duchy. The operator offers mobile, internet and digital services for individuals and businesses alike. In a competitive and already well-established market, transparency of information and quality of customer experience are essential to stand out from the crowd.

With this in mind, Orange Luxembourg called on EKOO to integrate explanatory audio content directly onto its fiber offer page. The aim is to present the advantages of Livebox Fibre in a simple, lively way, using a mobile-friendly, engaging and easy-to-understand format.

At the same time, an in-store vocal customer feedback system has been set up, to give users a voice and better understand their day-to-day expectations.

The project

In this project, two axes were developed:

- An audio capsule dedicated to the Livebox Fibre 500M offer
Accessible from the offer's web page, this audio explains concisely and dynamically the key advantages of Orange Luxembourg fiber: speed, stability, ease of installation. The tone is educational, reassuring and adapted to all user profiles, including those who prefer an audio format to reading.

- In-store voice feedback
Thanks to a QR code displayed in-store, customers can leave a voice message in a matter of seconds to share their experience or suggestions. This direct, human approach enables Orange Luxembourg to capture genuine feedback, in a simple format, with no forms or constraints.

The results

- 1 audio product to present the benefits of the Livebox Fibre offer, in a clear, lively and mobile-friendly format
- An innovative customer feedback channel, via an in-store voice message
- More qualitative and spontaneous customer feedback, which helps teams to better adjust support
- More inclusive communication, which adapts to today's digital uses.

With these two new features, Orange Luxembourg is strengthening its proximity to its customers, making information more accessible and enhancing the voice of its users.

EKOO at our customer's

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