Internode launches online call-waiting service

Peter Dinham
Monday, 17 August 2009 08:26

IT Industry - Market

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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