Telstra will give customers online self-service options for bills and payments, rather than require over the phone or in person payments as the telco moves to improve its public image.
Telstra conducted research through PureProfile online that found the vast majority of Australians prefer simple online transactions to conducting them in person. Conducting that sort of market research online was always going to skew results in favour of online transactions, but gives good reason to offer an online alternative for those who want it.
Telstra’s online customer service enhancements include Email Bills, a new smartphone billing application and direct debit payment options via My Account.
Karen Ganschow, Executive Director of Relationship Marketing and Online, said research conducted for Telstra indicated more than 85 percent of Australians preferred simple transactions on their PC or mobile phone, rather than in person or over the phone.
“The average Australian has entered a new age of embracing online in their day to day lives. More than a third of us go online daily to perform simple transactions – such as paying bills or checking account information – with 10 per cent using the net up to four times a day to perform these tasks.”
Ms Ganschow said the new Email Bill would deliver customers greater convenience, less clutter and could be sent to any email address that a customer chooses.
“By giving customers more ways to access and pay their bill, we’re making it easier than ever for them to self-serve – quickly and at a time that suits them. Plus, all of these sites are unmetered for BigPond, so these customers can view them free of charge on their Telstra services,” Ms Ganschow concluded.
