Peter Dinham
Monday, 17 August 2009 09:26
IT Industry -
Market
Page 1 of 2
With demand for broadband services plateauing, Internode has upped its efforts in customer service as it looks to maintain an edge over competitors with the launch today of a real-time, web-based call waiting service in its business departments.
As Internode told iTWire today, and as the
company predicted some time ago, there’s been a tapering off in demand
for broadband services right across the industry and for all the
players its now all about offering added-value and better customer
services than those offered by competitors.
The nature of the game has changed somewhat as well. Now that the peak,
initial take-up of broadband services has passed and a vast number of
Australians already have broadband, Internode says there’s a fairly
strong enquiry rate from potential customers looking around for a
better deal than the one they have with their existing provider.
Today’s launch of its call waiting information service comes at a time
when Internode is getting about 62,000-plus calls a month – as it did
in July - or more than 2,000 calls a day to customer service and other
staff in its various departments.
Internode managing director, Simon Hackett, said the company has
launched its web-based service to provide its customers with real-time
access to telephone call wait times for its departments and, if they
choose, to make their calls during low-demand periods.
Hackett said the new service, or Frontline Queue Statistics project, is
the company’s latest initiative to become “an even more
customer-friendly company.”
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