No self-serve troubleshooting option
Customers unable to self-diagnose nbn issues
18,700 average support calls per month
Customers could resolve themselves
Prioritised by most common connection type
Self-serve without degrading support quality
Designed for low technical confidence
Cover the most common nbn fault types
Existing Belong app architecture
8-week build timeline
704 customers in the first 24 hours
64 resolved issues without calling
Agents can see every step a customer took
Tool adopted without any marketing
10% call drop within weeks - ongoing
Push notifications
Predictive fault detection
Expanded fault types
Agent dashboard integration
Mobile data widgets