mission to change support
support agent hours saved
Founded in 2012, RouteThis calls Canada’s tech hub of Waterloo its home. The company’s first product was a direct-to-consumer video streaming service with over 4,000,000 customers.
We quickly became frustrated with the growing time and monetary costs of running an internal support team for an ever expanding user base.
Our users needed constant assistance with WiFi/connectivity-related issues, often caused by their own network configuration and layout. However, there was a lack of tools that offered sufficient visibility into customer networks.
Our team set out to create a platform that would give us unparalleled insight into home networks - with none of the cost and time that accompanied custom hardware deployments or firmware updates.
We eventually realised that from ISPs to Smart Home companies, networking and connectivity issues are notoriously hard for the support teams to resolve.
Today’s companies have to equip their support teams with the tools they need to provide an extraordinary support experience for these problems or they encounter costly issues such as increased returns/cancellations, unnecessary technician visits, bad word of mouth, and decreasing sales.
So we took the technology we built to support our own customers and rebranded as RouteThis - a platform designed to help customers in a connected world.
We’re empowering support teams to transform consumer technical support into a delightful experience that leaves customers with a lasting, positive impression of your company.
Our roadmap is diverse, besides just moving into new verticals we’re working with existing partners to lessen the burden that their support agents face with networking tickets, and creating a platform that will allow tier one agents to solve issues that were once destined for the engineering team.
We began executing on this vision in 2016 and we’re excited for what we’ll be able to deliver to our customers in 2018 and beyond.