Optus has launched a new online forum, My Optus Community, designed to encourage customer interactivity and feedback.
In addition to its existing Live Chat, Help, and FAQ pages, the telco hopes customers will use their knowledge and expertise of products and services to assist other users.
Small and medium businesses are also able to participate and connect with each other.
The community also takes advantage of the popularity of Facebook and Twitter, integrating social networking platforms to engage active forum users for troubleshooting.
The forum will be managed by Optus social media team of 13 specialists.
Optus also plans to introduce an ideation crowd sourcing capability in coming months, expanding the My Optus Community to allow customer concept and idea submissions for potential products and services.