wpdownunder
Level 17: Bureau Chief

Suggested improved service to Telstra Smartphone customers via CrowdSupport.

TeamTelstra,

 

Can I make a suggestion from my experience re: Smartphones and the OS system updates (whether Windows Phone or Android etc)?  We know that Telstra now have this page http://www.telstra.com.au/mobile/phones/smartphones.html for customers to check the status of re: system updates to their devices.

 

The period leading up to this page's launch was a very frustrating time for myself personally as a Windows Phone 7 customer.  Normal Telstra channels of communication (Phone Support, Email support and Twitter) yielded no practical information or access to Telstra SME (Subject Matter Experts) re: the NoDo update of the day to WP7.  Telstra were also the second-last Carrier in the world (behind Telefonica Spain) to schedule the NoDo update for their existing customers.

 

Now, with this page, we have some small starter page to assess where Telstra stands on the various updates.  With the WP7 Mango update on its way in a few months (public beta DEV testing already underway) - perhaps setting up a sub-forum here:  http://crowdsupport.telstra.com/t5/Mobiles/ct-p/Mobiles entitled "Software Updates" and ensuring someone from (Craig's?) Network team or (Theo's) Business ownership of WP7 is assigned to contribute to this section.

 

Similar approaches could be adopted for Android etc.

 

At the end of the day I'm sure Telstra wants future updates to deploy from OEMs and Microsoft more smoothly.  Much customer frustration can be avoided by just having someone that is knowledgeable in these areas (and they are quite technical and specialised).  If these people cannot give a full answer (due to NDA's etc etc) that is fine - just don't give your customers the regular support channels with Telstra rep's who through no fault of their own do not know what or how to answer these enquiries.

 

Just some food for thought.  These forums show potential for improved service and customer engagement.  However until situations and customer needs like I have outlined above are met through this CrowdSupport initiative - it will remain just that - potential.

 

Good luck and thanks.

Sheeds.

Windows Phone Enthusiast, Windows 8 and Surface fan! FORMER Telstra Customer (adios lol).

If you like my Microsoft (WP/Win8) posts here, consider Kudos+1

Check me out on Twitter - WP_DownUnder - I don't come around here no more.

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3 REPLIES 3
wpdownunder
Level 17: Bureau Chief

Re: Suggested improved service to Telstra Smartphone customers via CrowdSupport.

Anyone? Bueller? Bueller? Bueller ?
Windows Phone Enthusiast, Windows 8 and Surface fan! FORMER Telstra Customer (adios lol).

If you like my Microsoft (WP/Win8) posts here, consider Kudos+1

Check me out on Twitter - WP_DownUnder - I don't come around here no more.
thedylan
Telstra (Retired)
Telstra (Retired)

Re: Suggested improved service to Telstra Smartphone customers via CrowdSupport.


@wpdownunder wrote:

 

Now, with this page, we have some small starter page to assess where Telstra stands on the various updates.  With the WP7 Mango update on its way in a few months (public beta DEV testing already underway) - perhaps setting up a sub-forum here:  http://crowdsupport.telstra.com/t5/Mobiles/ct-p/Mobiles entitled "Software Updates" and ensuring someone from (Craig's?) Network team or (Theo's) Business ownership of WP7 is assigned to contribute to this section.


Great idea, right now we are trying to see how much traffic we're getting with out current setup of message boards, to work out what should be split off and what message boards should be consolidated together. We don't want to expand the number of forums too quickly because that will thin out the traffic, and make it harder for people to get to posts (for example it's easier to navigate one message board getting five updates per day than five message boards getting one per day). That's also why we don't have a dedicated Windows Phone board yet.

 

We're always keen to hear suggestions though which is why we created this board in the first place. So thanks for letting us know what you think and keep it coming =)

 

-Dylan

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wpdownunder
Level 17: Bureau Chief

Re: Suggested improved service to Telstra Smartphone customers via CrowdSupport.

Thanks Dylan.

Whilst you may not always like or agree with what I have to say - I will always provide the feedback Smiley Very Happy Cheers,
Windows Phone Enthusiast, Windows 8 and Surface fan! FORMER Telstra Customer (adios lol).

If you like my Microsoft (WP/Win8) posts here, consider Kudos+1

Check me out on Twitter - WP_DownUnder - I don't come around here no more.

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