Telstra Twitter team makes account ‘healthchecks’ available
Filed under: customers, innovation, mobile internet, news, social media, Twitter
With our first post under our belts we thought it was time to extend our hand out and see what benefit we can provide to you guys out there.
Firstly thanks for the great feedback regarding our first post and those lovely photos that were included. To the one lady that said I was cute, I can guarantee that the rest of the team wished you had never said that.
Now down to the important stuff. While we reach out to people with numerous billing and tech enquires, we have been receiving an increasing amount of requests for recommendations on how people can get the most out of their Telstra services.
Every week we tweet offers to do ‘healthchecks’ on people’s accounts. We typically review the account and give the customer a call to discuss what they are looking for in their current services and how we can add further value.
So far most people we talk to are happy with their current account set-up. People generally appreciate the time taken to look into their accounts and it gives us a chance to connect in other ways beyond Twitter.
Some general tips to consider when managing your account include:
- Check the Billing dates on your bill. This includes your first bill and any bills where you may have upgraded your plan. The charges may be hard to understand but the key is in the billing dates. (There will be more to come in the near future on what we call “pro rata”).
- Ensure you are consistently checking your usage, whether this is for internet or mobile data, as additional usage is one of the biggest causes of a large bill.
- Continually check the Telstra website and BigPond website for any new plans or offers that just may suit you better.
However if you would like us to go in and provide you with a more detailed review, we’d be happy to extend the offer of performing a healthcheck on your account.
Depending on the number of requests and our workload within the centre you should expect to hear from us in a week.
I am continually changing bundles and packages to try to optimise my position but each time I change to one plan another one pops up that seems to offer a better deal.
And no-one at Telstra seems to be across all the services I get from Telstra so it’s hard to get that end to end overview that includes BigPond, Mobile, Homeline and Foxtel.
Apart from the technical problems I am having that prevent use of my smartphone as a modem due to a bug in Windows 7 that Microsoft falsely claims is Palm’s fault, I am also unhappy with the poor speeds I get from BigPond Cable – usually between 1 and 4 Mbps which is pretty weak for $60 a month!
I have spoken to the telstra call centre to improve the cost and benefits from my bundled services. Each time i call i am told that no discounts or better packages are available. I find this hard to believe since i have bigpond cable (off contract), home phone and foxtel through telstra (off contract).
If telstra staff can not understand the best way to combine services, how can i expect to understand the best way to link services and know the discounts available by keeping a look out on the telstra website?
Philip I could certainly organise for someone who is across all products and services to give you a call and chat about the best options for you. If you would like me to do this then please submit your account and contact details through the link above.
Justin if you have those three service with Telstra I am sure I can find some way to save you money or if not at least advise why. Just send your account details through so I can have a look for you.
Jase.