Telstra are set to open 100 new stores over the next three years, the stores will feature a simpler product range and accessories tailored to suit local markets, Telstra chief executive David Thodey said. "Our existing stores welcome around 30 million customer visits each year, and this initiative means our retail outlets will now appear in even more locations, making it easier and more convenient for customers to interact with us," Mr Thodey said.
Telstra are also looking at a new online customer service unit to improve customer satisfaction with the boom in its customer base. The unit would develop ways for Telstra customers to do more of their transactions such as, changing plans, ordering new services, or activate additional features, online rather than having to call a call centre.
"Telstra's new online customer service unit will support our growing customer base, providing customers with the option of faster and more convenient ways of interacting with the company, including through social media," Mr Thodey said.
Telstra are targeting 35-percent of transactions to be done online through self-service channels by 2013, compared to 60-percent for banks and airlines.