As the country's biggest mobile network, Telstra prides itself on excellent customer service through its call centre, online experience, and hundreds of stores across Australia.
We found the number one pain point for customers in-store was dealing with wait time. Whether it was to see sales or support staff, the average waiting time at major city stores was around 5-7 minutes. To increase customer satisfaction in-store, we created the Play and Learn app.
Customers could access the app on their own device using in-store wifi, or be offered a tablet to use. They could watch exclusive content, learn about Telstra's products, play games but more importantly self help most technical issues and track their place in the queue to see the relevant staff member.
Client: Telstra