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By November 2012, Telstra claimed 140,000 live chats for the month and a growth rate of this service of 600% p.a. [31] In October 2013, Telstra announced that it had grown its Live Chat workforce to 600 and its social media workforce to 30. [32]
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Online help is also provided via live chat systems, one step removed from telephone calls. This allows the support person to conduct several support sessions simultaneously, thus reducing costs. The transcript is immediately available and can be sent to the customer after the session ends.
Whirlpool began as a community resource for users of Telstra's BigPond cable Internet service, the name Whirlpool being a parody of BigPond. [3] However, it soon expanded to cover Optus' Optus@Home (now known as OptusNet) cable internet service, ADSL-based services, and other forms of broadband ISPs in Australia, as they became available.