One of the big complaints we hear about mobile phone services providers, apart from the value for money, is customer service. Now Telstra customers will be able to invite helpdesk staff to setup their phone
In our last annual Best Tech Awards, mobile phone users were thoroughly impressed with Telstra when it came to network coverage, but the results were dismal when it came to customer service.
Not that Telstra isn't trying. Telstra's latest move to assist smartphone users is to give them the ability to call up and let a remote helpdesk operator access their phone, like you would with remote helpdesk access to your PC.
The system uses LogMeInRescue, and as the Telstra demonstration video shows, allows helpdesk staff to make basic changes (with the permission of the phone user), like adding email accounts and changing Internet settings.
In an announcement, Telstra Consumer Executive Director Rebekah O'Flaherty states the remote access is meant for people with "limited technical knowledge".
"When customers call us for support, it’s unusual for them to know exactly what’s wrong with their smartphone or computer," O'Flaherty said.
What's your experience? Have you had smartphone problems requiring helpdesk support? Add your comment below.