Week 4: Customer Service at Telstra 24x7

Hello Readers,

Today I am going to talk about how enterprises use social technologies in a way that adds value to their organizational growth. According to McKinsey Global Institute report, the 10 values levers describe the tactics used by the enterprises to generate value from social technologies. I will be concentrating on Customer Service. A To explain further how customer services helps improving organizational productivity I chose Telstra.

According to the report released by Social Pulse and Online Circle Digital, Telstra have been named as leaders in responding to customers queries through social media. It explained how Australia’s biggest companies are moving towards social media and making it as their customer service channel.

Telstra have their social media channels known as Telstra Exchange. Telstra social media channels

Social media tools like Twitter, Facebook, blogs and forum all are used to provide customer service to their customers.

One of the best customer services I felt was good was on Facebook. Telstra have their 24×7 on Facebook page, wherein we can see all the offers and promotional events of the company. On their Facebook page have 24x7 Live service. On this page we can actually have a live 24x7 Chat with the agent.  Customer care agent tend to resolve social media queries quickly but rather suggest its web chat service option. While Live chat is more related to answering more complex problems. According to Telstra official website, "The social customer care team at Telstra has almost doubled from last few years while their web chat has grown close to 600 for its services of 24 hours a day."

Telstra also have customer support for mobile phone, internet or landline on @Twitter. On Twitter @Telstra provides 24x7 customer support and answers queries if any. 

Crowd Support customer form of Telstra is another way of interacting with their customer service. Crowd Support is the online support forum which helps to ask questions and answers about Telstra’s products and services. 

Thank you for reading my this weeks post. Please leave a comment below thanks.