Telstra Chief Executive Officer Mr David Thodey announced a new online customer service unit to serve the company’s expanding customer base and improve customer satisfaction.
The unit will design and operate online self-service platforms that give customers the option of performing many transactions with Telstra online using their computer or mobile devices, rather than speaking to agents over the phone.
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,†Mr Thodey said.
It will give customers the option of using their computer or mobile devices to order new services, change their plans or activate features, for instance, without having to call to speak to company representatives,†he said.
Mr Thodey said the new unit would be headed by Gerd Schenkel, who joined Telstra from his role as general manager of UBank, an exclusively-online bank established by the National Australia Bank. Mr Schenkel will report to Gordon Ballantyne, Group Managing Director of Telstra Consumer & Country Wide.
We have recruited one of the best leaders in the field of online customer transactions. Gerd’s experience will help us establish online services that are comprehensive, relevant and integrated for our customers,†he said.
Telstra research reveals more than 85% of Australians find it convenient to perform simple self-service transactions using their computer or mobile devices. Telstra has a target to perform 35% of transactions using online self-service channels by 2013, compared to rates of more than 60% for many banks and airlines.
Mr Thodey also today announced an expansion of Telstra’s retail footprint over the next three years with 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,†Mr Thodey said.
Mr Thodey said the new online customer service channel and additional stores would give customers a consistent, improved and integrated experience whether they dealt with the company by phone, in-store or online.
