Optus rethinks how telco customer problems get solved

[ Edited ]

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.


Peter Gillespie

Re: Optus rethinks how telco customer problems get solved


Thanks for sharing again, Peter Smiley Happy

I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
Post a Reply
Top Contributors
12 Kudos
9 Kudos
8 Kudos
7 Kudos
6 Kudos