The service, being run by BigPond's email support team, will
monitor Twitter posts that mention any potential support issues
among BigPond customers. Once it detects an issue, the team will
use Twitter to contact the customer and offer assistance.
"We've already had eight responses," Telstra spokesperson Peter
Habib told ZDNet.com.au today, adding in two cases BigPond had been
able to use Twitter to resolve the problems.
Telstra's move follows similar initiatives overseas, where
companies have started to monitor Twitter posts for potential
complaints about their company. However, the telco is the first
known case where a large Australian company has started to use
Twitter to deal directly with customer complaints.
"As an internet company it makes sense for us to do this,"
said Habib. "For us to pioneer something like this and to have
good results straight away shows that it's working for us." Habib
pointed out BigPond was also pursuing other support experiments
such as opening a customer centre in virtual world Second Life.