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Telstra delivers industry-first customer service app via Facebook
To help customers better connect, engage and stay in control of their Telstra services, Telstra today launched the Telstra 24x7™ App on Facebook, extending customer self-service options to Australia’s most popular social network.
Telstra Digital Executive Director, Gerd Schenkel, said Telstra had worked closely with more than 2,000 customers since February as part of the company’s approach to designing its digital products and services in partnership with customers.
“More than half of all Australians are regular Facebook users and our customers now expect access to services from companies like Telstra in the places they spend social time online.
“Telstra’s 24x7 App on Facebooklets customers conveniently monitor their usage, track their bills and take advantage of around-the-clock customer service support, with posts responded to by our experts within the hour.
“The best part is customers can do all this without leaving Facebook and without having to log-in separately at Telstra.com,” Gerd said.
Liam Walsh, Heads of Sales for Facebook Australia & New Zealand said Facebook was thrilled Telstra was embracing social as a way to deliver real-time and highly responsive customer service.
"With this innovative app, Telstra is recognising that Facebook is as an essential part of everyday life for millions of Australians around the country and an effective way for Telstra to engage with its customers on a regular basis," Liam said.
To set-up the Telstra 24x7 App on Facebook, customers can simply link their My Account details to their Facebook account at facebook.com/telstra24x7
- Select the “Manage your account” link.
- Choose the “Link Account” option.
- Enter the Telstra My Account username and password.
- Customers will then see a message that says their accounts have been successfully linked.
More details on this and the other Telstra 24x7 Apps can be found at www.telstra.com/apps
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Reference Number: 216/2012