Berne, 29 June 2010
The HomeServiceTeam is an integral part of Swisscom's comprehensive service portfolio. The telecoms and computer experts assist customers throughout Switzerland and handle complex questions about computers, the Internet and multimedia. Previously, Swisscom experts would visit customers in their homes to provide assistance, but now they can also access the customer's computer via remote control and solve the issue directly. This means the HomeServiceTeam can carry out software installations directly over the phone, offer personalised training sessions and provide faster and more straightforward support with computer problems. If customers have questions or problems, they can call 0800 803 175 and an expert from the HomeServiceTeam can, with the customer's consent, access their computer via a secure connection. More complex installations will continue to be carried out on the customer's premises as before. And at the customer's request, it is of course still possible for a member of the HomeServiceTeam to visit the customer at home. Even those who are not Swisscom customers can contact the service team.
All HomeServiceTeam standard services are offered at a fixed price. Remote access services start at CHF 49. For individual requests, the price is agreed with the customer in advance and the customer only pays if the problem is resolved effectively.
Since the service offering was launched in April 2008, the HomeServiceTeam has successfully resolved 25,000 customer issues. The most common requests involve computer installations and individual computer problems. Customers particularly appreciate the convenient service times of 8 am - 9 pm during the week and 8 am - 5 pm on Saturdays. The HomeServiceTeam is part of Swisscom's service strategy, which has been in place for many years.