Online With Bill Estimator Keeps Consumers Up, Down Under
Optus is an Australian leader in integrated telecommunications and digital solutions, delivering cutting-edge communications, information technology and entertainment services for more than 8.9 million customers each day.
Optus Business began to experience an increase in the number of billing enquiries when new customers received their first mobile bill. So in response, Optus Business quickly set out to find a new way to improve customer experience and reduce the number of enquiries handled by their contact centres.
That’s where [24]7 entered the picture. Our Bill Inquiry app using Px Online estimates a customer’s upcoming mobile charges based on usage trends to help manage cash flows. Px Assist anticipates customer issues and resolves them with chat assistance as needed.
As a result, Small and Medium Business (SMB) consumers have rewarded Optus with fewer calls and the highest Customer Satisfaction (CSAT) ratings that Optus has ever had. This exceeds their already high experiences.
