Telecom Help Tool Australasian First
In an Australasian first, Telecom has today launched an innovative new broadband self-help tool for its Xtra customers.
The Xtra Help Assistant is a downloadable tool designed to aid customers in finding and automatically repairing common
Internet connection problems.
Telecom Head of Customer Retention Melody McGinley says the new tool is an excellent innovation to help customers.
“The Xtra Help Assistant offers immediate technical support in a very simple to use format, and because it runs off your
PC you don’t even have to be on-line to use it.”
Ms McGinley says the Xtra Help Assistant complements the existing help desk services available to Xtra customers.
“If the Xtra Help Assistant isn’t able to fix a customers problem, it will provide a unique help code and ask the
customer to call the help desk. This unique code will enable us to understand and resolve the customers issue more
Ms McGinley says the Xtra Help Assistant has been designed by international broadband software company Motive who is
considered a world leader in the development of such technology.
“Similar Motive developed tools to our own Xtra Help Assistant have been implemented by leading telecommunications
companies such as BT, Telecom Italia and several major North America carriers – but we are the first to offer such
technology in Australasia.”
At launch, the Xtra Help Assistant will troubleshoot and assist with basic connectivity issues. In early 2007, there are
plans to extend the capabilities of the service to include an online portal with quick fixes and other enhanced
“This really is just the beginning, we’ve got big plans for our help assistant,” say Ms McGinley.
Xtra Broadband customers can download the Xtra help assistant from xtra.co.nz/helpassistant, it is also available to new
customers as part of the CD installation process.