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High-quality technical support

The complexity and diversity of the telecoms solutions offered by Wifirst have led us to develop top-quality technical support to meet our customers' requirements.

Customer issues

The ability to orchestrate high-quality technical support is an essential component of Wifirst's service offering. The acceleration of the digital transformation of companies has clearly raised the level of criticality of connectivity, and WiFi in particular. The main challenges are

  • Maintaining deployed solutions in operational condition
  • Help desk availability for incident management and, more generally, customer support.
  • Communication tools adapted to customer typologies
  • A high-performance structure to prevent and manage all incidents perfectly

A proven organizational structure

For 20 years now, we've been fine-tuning our organization to meet the ever more demanding connectivity needs of our customers! Wifirst's support chain is made up of around a hundred employees with eyes and ears everywhere, but above all a seamless structure, fluid interactions and a collective desire to help.

Chaine-de-support-UK

Adapted communication channels

We have many tools at our disposal to adapt to users' expectations. We won't necessarily offer the same contact channels to a student user as to the CIO of a department store.

  • 24/7 multilingual hotline (number and personalized welcome optional)
  • B2C and B2B email support
  • Ticketing tool for incident management
  • Chat on captive portal
  • Twitter - Wifirst Care account
  • Web FAQ
Support chain_Canals

Tailor-made in-house tools

The quality of Wifirst's support is based in part on the working tools used every day by our operational teams. These tools and applications (support, technical supervision, topologies, AI alerting, etc.) are all developed entirely in-house, enabling us to produce and operate a service that lives up to its promise!

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