Telstra has moved to lift its poor customer service record responded with the development of a new online self-serve billing option.
According to Telstra, the move is in response to research into customer preferences which found some 85 per cent of Australians prefer online transactions.
Under the new customer service initiative the telco has added email bills, a new smartphone billing application and direct debit payment options via My Account.
Telstra executive director of relationship marketing and online, Karen Ganschow, said more than a third Australians went online daily to perform transactions such as paying bills or checking account information. Some 10 per cent use the internet up to four times a day to perform these tasks.
The new payment service follows comments from Telstra’s chief executive, David Thodey, who, in June, spoke of the company’s intentions to move away from being an engineering culture-based company to one which was sales, marketing and customer focused.
"I’ve tried to be [an advocate for the customer] and I think the company is moving, but it takes time because we've got to simplify the business, we've got to re-orientate it to the customers, we've got to find ways to delight customers and that's what we're going to focus on,” he said at the time.
“But I don't underestimate this, it'll probably take another three, four, five years, but it's another stage for the company and that's what is so exciting and gets me out of bed every morning.”