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Forget waiting on hold – Optus introduces new Messaging service for customers


One thing people hate, especially when they are trying to resolve an issue, is being left on hold waiting to speak to someone about it. Optus has introduced a new digital Messaging service that has removed some major pain points for customers.

The Optus Messaging service is an “always on” help and support channel available through both the Optus app or via a customer’s My Account on the Optus website.

Customers can start a Messaging conversation without the need to wait on hold or wait for a chat bot to respond.

Not only will customers be saving time it will also eliminate the need for them to explain their issues all over again which was the case in the past every time a new member of the support team got involved.

Customers can come in and out of the conversation and pick up the thread from the browser on their My Optus app on the go on their mobile device and vice versa.

Rather than wait on hold and hope someone can resolve your problem, Messaging means you can get on with your life while Optus looks at the issue before providing an update or a solution.

“Messaging is breaking new ground in the world of customer care and will transform the way we communicate with our customers and most importantly, help us go further to deliver exceptional service,” says Mark Baylis, Optus VP of customer care.

“Over the past few years, we noticed customers have really taken to the convenience of our Live Chat service and we’ve able to build on this digital experience by introducing Messaging.

“Unlike Live Chat, Messaging allows customers to ‘come and go’ from a conversation but also means they no longer need to wait on the phone or a chat queue; making it easier than ever for customers to engage with us when they need help.

“One of Messaging’s most important features is that our customers and care teams have access to the full conversation history which eliminates the need for customers having to repeat themselves.”

Optus says the shift from call centres to digital channels came about from customer demand to purchase products or access services in a way that suits them.

“We are thrilled customers will have an even more convenient way of connecting with us by leaving a message with us so they can get back to their day while we resolve their issue in the background and notify them when it’s done,” Baylis said.