Telstra BigPond recently launched its new “support channel” to find and assist BigPond customers through the popular micro-blogging application, Twitter.
The BigPond email support team is watching for conversations about its services, jumping in to assist when necessary.
Since launching nearly a month ago, Telstra’s approach has been widely criticised for being too “robotic” and it appears the criticism has been noted, with a noticable change in tone of the @BigPondTeam in the following weeks.
Though not the first aussie Telco to jump onto Twitter – Internode have been publishing news items since May – they’re the first to be directly interacting with customers. Not surprisingly, Internode have started to directly communicate in the last week. iiNet have also come to the party, but with very few updates.
Optus, interestingly, don’t appear to be interesting in Twitter. @Optus has no updates and is probably just acting as a placeholder.
BigPond are probably taking a leaf from Comcast’s book, here. Six months ago when TechCrunch’s Mike Arrington was having trouble with his broadband connection he tweeted this (warning: NSFW language) but, Comcast were watching.