When 2degrees entered the broadband market in 2015, six years after it had shaken up the mobile market by offering New Zealanders a fairer deal, its approach was the same: simplicity, fair pricing, and good old-fashioned Kiwi service. This formula continues to serve the telecommunications provider well today as it continues ‘Fighting for Fair’ to give Kiwi households and businesses great value broadband.
This challenger mindset underpins everything 2degrees does, as well as giving it its laidback, down-to-earth and cheeky tone of voice. “We know our customers don’t want to deal with a faceless corporate, and so we’re proud that our Customer Care team embody the personality and values of our brand: they’re Kiwis who are laidback, downto- earth, and a little bit cheeky, too,” says Tracy Leighton, Chief Customer Operations Officer.
From day one, 2degrees has been providing great customer service. While some telcos moved their call centres overseas, 2degrees is proud to boast that its New Zealand-based call centre is not only 100% Kiwi, it’s as diverse as the customers it serves. 2degrees broadband customers enjoy the same great customer experience the telco is known for in its mobile business. “Our customers know that any time they have an issue or need help, they can contact our award-winning Customer Care team and we’ll get them sorted.”
While the pandemic wasn’t kind to many businesses, work increased for 2degrees as connectivity became a priority for all New Zealanders. Whether it was staying connected with family and friends, or being able to work or learn from home using video conferencing, reliable broadband was a must.
The pandemic greatly increased the number of calls to the Customer Care team, and to keep on top of demand, the telco established a programme to recruit and train Care agents who could work from home from anywhere in New Zealand.
"Easy service, great staff, very nice and friendly."FEMALE, 60-69, MANAWATU-WHANGANUI
"Great price and plan options. Easy to use app to track data usage. Honest and reliable service."FEMALE, 30-39, CANTERBURY
"They are always happy to help me sort out any issues I might have"FEMALE, 60-69, BAY OF PLENTY