Monday, 14 October 2019 13:10

Optus introduces 24/7 digital messaging service


Optus has introduced a digital messaging service for customers that allows them to interact with the telco via a 24/7 direct line of communication with its care teams.

Australia’s second largest telco says the introduction of Messaging means customers do not have to repeat their enquiry history, and can “come and go” from a conversation at their own pace and convenience - and be provided with an update when their problem is solved.

Optus says Messaging is the latest ‘always-on’ help and support channel and is available through the My Optus App and online via My Account. 

“Unique to Messaging, this service facilitates a conversational-style approach between Optus customers and care support teams by drawing on the latest technologies to blend digital and human experiences,” Optus says.

Optus Vice President of Customer Care, Mark Baylis, said “Messaging is breaking new ground in the world of customer care and will transform the way we communicate with our customers and most importantly, help us go further to deliver exceptional service”.

“Over the past few years, we noticed customers have really taken to the convenience of our Live Chat service and we’ve able to build on this digital experience by introducing Messaging.

“Unlike Live Chat, Messaging allows customers to ‘come and go’ from a conversation but also means they no longer need to wait on the phone or a chat queue; making it easier than ever for customers to engage with us when they need help.” 

As a first for Optus, the telco says customers can start a Messaging conversation online through the web, and then jump across to the My Optus App on their mobile device to continue their interaction if that’s easier. 

“One of Messaging’s most important features is that our customers and care teams have access to the full conversation history which eliminates the need for customers having to repeat themselves as conversations can be picked up at any time by our support teams,” Bayliss added.

Baylis said the shift from voice contact centres to digital channels was being driven by customers as a way to engage and purchase products or services in a way that suits them.

“We are thrilled customers will have an even more convenient way of connecting with us by leaving a message with us so they can get back to their day while we resolve their issue in the background and notify them when it’s done.”


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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).



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