TalkTalk is updating its My TalkTalk app to enable customers to chat to customer service staff in real time.
The in-app chat service is designed to make it easier and more convenient for customers to discuss issues and get help from their broadband provider, TalkTalk says.
A trial is being rolled out today (July 11th), with a view to introducing the feature to all customers in the autumn.
Users will get push notifications when they receive a reply to their query from a customer service agent, something TalkTalk's Customer Experience Director Kerry Edwards says will give them more freedom.
"We know that life doesn’t always allow for customers to stay on the phone or on live chat to our agents, so this app update means customers can now chat to us when it's convenient, whilst we can get on and resolve the problem," she explained.
The broadband provider has invested heavily in its customer service offerings, with a million customers now making use of TalkSafe, a biometric security system that cuts the amount of time it takes to verify a person's identity on the phone.