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Telstra dedicates itself to customer service via Facebook

Expands online service options using social media tool

Telstra has expanded its online service options to include a dedicated customer service presence on Facebook.

According to the company, it includes a trial release of its application, My Telstra on Facebook, which provides customers with secure access to their Telstra products and services.

The dedicated customer service page allows Telstra customers to have a single destination for support on Facebook.

They will be provided with a dedicated service team 24 hours a day, seven days a week, and Telstra aims to provide a response time to posts of one hour or less.

Telstra digital executive director, Gerd Schenkel, said the new online service will provide customers with a more convenient method of accessing and managing their Telstra account.

“More than half of all Australians are regular Facebook users, so it makes sense to give customers the option of using this channel to monitor their product usage, track their bills and take advantage of our 24x7 Live Chat customer service,” he said.

The final release is planned for June. The trial will be made available to the first 1000 customers who link their Facebook and Telstra accounts via the new dedicated customer service presence on Facebook.

The enhancements complement recent activity in Telstra Digital’s Adelaide based social media team – including extending the hours to 24/7, 365 days a year, in response to increased customer demand.

Nominations for the 2012 ARN IT Industry Awards open on Tuesday, June 12.

More about: Facebook, Telstra
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