Telstra helpdesk: now ‘inside’ your smartphone, PC and Mac

Telstra has launched a customer service tool, providing Telstra helpdesk consultants with remote access to customers’ computers (PC and Mac) - and some smartphones - to diagnose and fix common technical support issues. *

Rebekah O'Flaherty, Telstra Consumer Executive Director, said the new capability removed the confusion often associated with talking customers through a troubleshooting situation - especially with customers who may have limited technical knowledge.

“When customers call us for support, it’s unusual for them to know exactly what’s wrong with their smartphone or computer. We understand that for some people, explaining the problem can be a major hurdle and this new tool helps bridge the distance between technical support staff and our customers,” she said.

The remote access facility is standard to the free helpdesk service and is expected to be used primarily to help set up a BigPond email account, diagnose a problem on a smartphone, or simply change an internet connection setting.

O’Flaherty said the remote access tool was one of many changes being implemented as a result of formal feedback programs involving more than 700,000 Australians.

“Customers tell us they want consultants to understand their service issues quickly so they can have a faster, simpler support experience. With remote access, customers can now enjoy more responsive technical support regardless of their physical location or technological knowledge.

“Additionally, customer trials reveal this new approach reduces the average time it takes to resolve support issues and will increase the number of cases resolved on the first call.”

Further information on the service is available at:http://exchange.telstra.com.au/2010/10/26/logmein-rescue-roadside-assistance-for-your-mobile/.

* Consultants can only access customers’ smartphones or computers with the customer’s permission and after the customer has entered their password into a secure screen. Customers will be able to see what is happening on their device or computer at all times and they can regain control or simply end the session at any time.