Telstra has collaborated with LogMeIn, a remote access and desktop control software supplier, to provide its customers with remote broadband and mobile support.
The LogMeIn Rescue support service allows Telstra helpdesk staff to access customers’ PCs, Macs, some smartphones and iPads remotely, to diagnose and resolve technical problems quickly and directly.
According to Telstra service delivery industry partner manager, Riki Solomon, the remote support service will be a new addition to Telstra’s customer service initiative, which already includes the development of an online self-serve billing option, to help the telco fight back at poor customer service reports and enhance its customers’ experiences.
“This new innovation is a big part of offering great customer service and ensures that when problems arise, the support process is a simple, no fuss experience for our customers,” Solomon said in a statement. “The faster we can diagnose and solve a problem, the better.”
According to Solomon, the service is mainly expected to help customers with problems relating to setting up BigPond email accounts, diagnosing smartphones, altering internet connect settings or navigating through Telstra’s website.