Australian operator Optus has started transforming its customer service space through the introduction of the ‘Community of Experts’ programme whereby within 6 months every customer will be moved into their own dedicated team. The Community of Experts are a multi-disciplinary team centred around collaborating and solving the needs of Optus’ customer base with the aim of eliminating transfers to different departments.
While a customer’s request could cover a range of areas, such as renewing their contract, requesting more information about Optus products or asking for help with their bill, the best thing about this is that no matter what, the customer returns back to the same team; their Community of Experts every time, the company said.
The Community of Experts will also offer personalised conversations and unique responses, including addressing challenges specifically faced in the region they care for such as outages, network performance or bushfires. Customers can reach their community of experts 24/7 via Messaging, or by phone during the day.
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