Optus are obviously trialing some new approaches to customer support. Most recently having found
"our customers have actually preferred using a digital conversation, and also having that dedicated case manager being assigned to that case, and actually seeing that taking ownership and having accountability right to the end to resolve that case"
Unfortunately these trials remain just that at the moment by the sounds of it and presumably the infrastructure and staff training needed to support a larger deployment are a way off yet. It seems the NBN 'concierge' process is the main beneficiary. Why its taken five years to start to address what should be a pretty simple transaction I don't know, but its good to see it starting now.
Thanks for sharing again, Peter 🙂