AUSSIE BROADBAND

Internet Service Providers

MULTI-AWARD-WINNING INTERNET SERVICE PROVIDER Aussie Broadband has been keeping Australians connected since 2008. Because it cares about the needs of Australians, the telco focuses on high quality and great value using the very latest technologies. With its customer service staff all located in Australia, Aussie Broadband empowers staff to fix issues with customers on the first call. “Our call centre staff do not use scripts other than for compliance purposes, and we strive to explain everything in plain English to communicate clearly. If customers have an internet issue, we work hard for it to be resolved,” says Nikki Kovacevic, General Manager Residential Customer Service. That’s because Aussie Broadband loves to go above and beyond for its customers. Apple and Android phone users can download the ‘MyAussie’ app to access instant customer support, and by logging onto the website, they can check the CTV (Connectivity Virtual Circuits) graphs page to check NBN network congestion in their area. To make the experience of existing customers even better, Aussie Broadband uses its awardwinning Fault Detector Project. This technology automatically detects faults in a customer’s service so it can proactively work to identify the issue before the customer even realises there is one. Aussie Broadband welcomes customer feedback and provides surveys at different points throughout the customer experience, as well as encouraging direct feedback via social media, review platforms and forums. “The customer experience helps us understand where we are getting things right, and where it could improve,” says Kovacevic.