Telstra has teamed up with Facebook to offer a new online live chat service for customers with enquiries on billing and setting up new accounts, day or night.”The live-chat function is available 24 hours a day, seven days a week in recognition that customers often need questions answered outside business hours,” said Telstra digital chief Gerd Schenkel.
Schenkel said more than 20 percent of tweets to @telstra are “after hours”. “Which is why our social media support team is now available 24/7- so we can answer that niggling question you have about data usage in the middle of the night, albeit possibly in our pyjamas,” he said.
Telstra has also set up CrowdSupport, a service which allows customers to share information on its products. It has made its social media team also available to answer queries every day of the year, 24 hours a day.
