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16 Aug 2011
By Gerd Schenkel
Aug
16
2011

Telstra opens next chapter of social media customer service

social-media-customer-service-blog-header

Anyone who follows our staff on Twitter™ will know we’re avid Tweeters – myself included. If you value the joy of gaining new followers, or tracking the progress of a friend’s overseas trip then you know what I’m talking about.  Whether it is Facebook®, Twitter or our latest favourite- CrowdSupport™- at Telstra we’ve embraced social media as much as our customers have.

So much that we’ve spread out our reach and added a number of strings to our bow:

  • Firstly, we have extended the hours of our social media support team in Adelaide to 24/7, 365 days a year.
  • Secondly, we are pleased to launch Facebook customer service.
  • And finally, we‘ve introduced CrowdSupport, a forum where customers help customers.

I know you might be wondering who would be talking to Telstra in the wee hours of the night but it just so happens that lots of our customers prefer that.  Since that famed day when we sent our first tweet back in 2009 (a predictable hello to the Twitterverse) we’ve grown to send over 35,000 messages to over 11,000 followers offering support to customer queries and questions.  When we looked to see how many people were talking about Telstra on social media we searched Twitter and found almost 100,000,000 mentions.

twitter

And over 20% of tweets to @telstra are “after hours” (a concept that doesn’t really exist online in the first place). So it seems natural that we are there when we’re needed by our customers.  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 pajamas.  Or you can get help when overseas, whatever the time zone.

Twitter gets a lot of hype, and 20% of Australian internet users are said to be “tweeples”, but when you consider that about 50% of the Australian population are Facebook users, it’s only natural that you can now access Telstra customer service from there, as well. We’ve given customer service its own Facebook page, with features designed to provide customer service right there and then without leaving your favourite social space. Customers have a choice of chatting to our support team live, or submitting a request about their account which we’ll address offline.

Finally, our fantastic new online customer  forum, CrowdSupport,  lets you post questions about Telstra products & services or ask for help about using them or a device. But it also invites you to answer other customers’ questions. It’s all about “give and take” in this new community. Of course, Telstra service folks are on hand to help where needed, but often times the answer may well be the “wisdom of the customer (crowd)”.

So deciding how you take control over your Telstra services is now in your hands more than ever.

Plus don’t forget our online team is here to support you day or night; don’t lose sleep about it, Tweet about it!

Facebook is a registered trade mark of Facebook, Inc.
Twitter is a trade mark of Twitter, Inc., and is used under license.
CrowdSupport is a trade mark of Telstra Corporation Limited.

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Posts: 15

8 Comments

  1. Leslie says:

    100,000,000 mentions of Telstra on Twitter? Really?

  2. Andrew says:

    This is great, but I assume this still only applies to technical help, and that your other account services only work “normal” hours?
    I had a poor experience at the start of last Easter when we hit out bandwidth limit and I wanted to upgrade to a higher plan. After waiting for 25 minutes to be connected to your Indian call centre, I was told they were only answering technical queries, even though the number I called was for account assistance.
    Given we race horses and play football over Easter, and given you surely have non-Christian staff, why can’t you allow us to purchase account upgrades (and have other account questions answered) out of hours or on public holidays?

    • Hi Andrew.

      Thanks for your post! To clarify, we are referring to our Social Media Team going 24x7; that is, the team who looks after our Twitter, Facebook and CrowdSupport pages.

      To provide further clarification, our team is located in Adelaide!

      If you ever do need any assistance at strange hours or on public holidays etc. feel free to contact us via these platforms, and we will be there to assist!

      Thanks, Scott (Telstra Employee).

  3. Phil says:

    They’re some impressive numbers and congratulations on going 24/7.

    The 100 million figure however isn’t mentions by people. Twitter adds the word “Telstra” to every single user’s Twitter profile page where it says “Text follow (Username) to your carrier’s shortcode”. e.g. http://www.google.com/search?q=site%3Atwitter.com+%220198089488+Telstra%22 shows 98 million times that the Telstra phone number is added.

    If you omit this number from your search, you get around 69,000 results in Google.

  4. Sheeds says:

    Gerd,

    Blogged re: your new CrowdSupport initiative to my Windows Phone 7 audience here:

    New Telstra Support/Social Initiative….and early signs look positive! | http://bit.ly/nBx3cM

    :)

    For the CrowdSupport team -- remember, a quick post in a tabled question thread saying your answer is limited to X or we can’t answer that -- is always preferable to not answering a tabled question at all.

    And kudos on (Australian-based) 24/7 social media access to your customers and market!

    TY

  5. Bogus says:

    And yet I know people who work in this team and all they go on about how quiet it is there at night.

    More Telstra propaganda

  6. Sydney Lawrence says:

    Last month was over booked $628 on our phone bill. Have just spoken to Josie of Telstra Customer Service and within minutes Josie (and in the most charming and efficient manner) had identified the mistake and informed me that the $628 would be removed next bill. Congrats Telstra the service really is on the improve.

  7. Denise says:

    Surely it would be better to not have 24/7 staff pf gross incompetence and instead have half the time and double the competence. thpugh my experiemce over mant hours is that double nothong is nothing so i should say greatly improve the standard

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