To accommodate for its growing customer base and improve its customer satisfaction, Telstra has announced that it will be introducing an online customer service unit and it will be adding more than 100 new stores.
The online customer unit will design and operate online self-service platforms, giving customers the option of performing transactions with Telstra online using their computer or mobile devices, rather than speaking to agents over the phone.
Telstra CEO David Thodey said it gives customers the option to change their plans or activate features, for instance, without having to speak to a company representative.
“Telstra’s new online customer service unit will support our growing customer base, providing customers with the option of faster and more convenient ways of interacting with the company, including through social media,” he said.
Telstra research has revealed that more than 85 per cent of Australians find it convenient to perform simple self-service transactions using their computer or mobile devices. Telstra has a target to perform 35 per cent of transactions using online self-service channels by 2013, compared to rates of more than 60 per cent for many banks and airlines.
Thodey also announced the expansion of Telstra’s retail footprint.
Over the next three years, the company will be adding more than 100 additional Telstra stores that will feature a simpler range of products and accessories tailored to suit local markets.
“Our existing stores welcome around 30 million customer visits each year, and this initiative means our retail outlets will now appear in even more locations, making it easier and more convenient for customers to interact with us,” Thodey said.