Telstra has quietly rolled out a new customer support forum designed to help Telstra customers assist other customers and foster a community around their services.
Telstra crowd-sourcing support (Credit: diongillard/Flickr)
The site, dubbed “CrowdSupport“, appears to have gone live over the past week but as you’d expect from a new site so far is mostly empty with just over 100 posts to date.
Aside from interacting with other Telstra customers, users can give “kudos” to messages that are useful or important effectively thanking other users for advice, message Telstra staff and other users interacting on the site, comment on issues impacting the telco and discuss ideas that Telstra should implement.
For the moment, two Telstra employees appear to be fleshing out content on the site, posting between them a number of handy hints and advice for customers including a number of handy T-Box fixes and a link to a self-developed widget to check your BigPond account usage.
Rather than build their own solution, it appears Telstra have opted to use a third-party platform to power the site, opting for Lithium’s social customer suite which the company promotes as being able to “engage your social customers with (a) habit-forming community experience”.
Companies including AT&T, Best Buy, Lenovo and HP also utilise the platform in their own respective communities.
It follows in the footsteps of Vodafone Hutchison Australia who also recently launched their own customer support forum as an additional way to get assistance following their disastrous start to the year which left their support phone lines struggling to cope. They too use Lithium to power the community.
The launch of the site is the latest initiative by Telstra to communicate with customers on multiple platforms following the success they’ve met using social media such as Twitter to assist clients.
It also follows Wednesday’s announcement of a major restructure focused on improving customer service and support as well as re-focus the company in preparation for post-National Broadband Network rollout.
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