Customer Troubleshooting
Helping customers independently diagnose nbn issues by offering dedicated support, user-friendly resources, and proactive education.
Role: Product Designer
Duration: 8 months
Company: Belong
Industry: Telecommunications
98%
Disconnection requests met.
52.3%
Successful disconnections
29.3%
Discover & Define
Prior to the implementation of the NBN troubleshooting self-serve feature, nbn support was receiving an average of 18,700 customer calls per month. Customers were not able to independently diagnose NBN issues, leading to a high volume of support calls.
Design & Develop
The objective was to reduce the number of customer calls and enhance the customer experience by empowering them to troubleshoot NBN issues on their own. The hypothesis was that by providing customers with the ability to self-serve troubleshooting, approximately 15% of the calls (equivalent to about 2,800 calls per month) could be reduced.
Deliver & Measure
To achieve this, a new feature was introduced that allowed customers to log in to their NBN dashboard and initiate the troubleshooting process. The troubleshooting flow guided customers in diagnosing known NBN issues and provided steps to resolve problems with their modem, cable, and nbn devices. Additionally, agents were given access to see whether customers had used the self-serve troubleshooting tool and view the NBN service summary.
Learning & Impact
These early insights indicate that the self-serve troubleshooting feature has been well-received by customers, as a significant number of them have already utilized it to diagnose and resolve their NBN issues. It is expected that as more customers become familiar with the self-serve option, the number of support calls will continue to decrease, aligning with the initial hypothesis.
98%
Disconnection requests met.
52.3%
Successful disconnections
29.3%
Top reason relocation
