Problem Overview

With the highly successful launch of its smart home camera line, Seattle-based start-up Wyze Labs saw an increasing number of customer contacts related to WiFi connectivity as more and more customers were setting up their cameras in different WiFi environments.

Based on its commitment to creating an exceptional support experience for customers, Wyze Labs wanted a solution that would empower support agents to more quickly identify the root cause of WiFi connectivity issues while reducing the burden on customers. Not only would this improve the customer experience, but it would also increase the efficiency of the team by allowing agents to help more customers in the same amount of time.

Challenges

One of the main challenges with providing support for smart home products is the need to rely on the performance of the customer’s home WiFi network. Diagnosing issues related to WiFi connectivity can be time-consuming and burdensome to customers, especially if they are not familiar with the technical details of their network.

“RouteThis Core has been a fantastic tool to empower our customer support team to quickly identify the root cause of customer issues related to WiFi connectivity so that we can continue to deliver world-class customer support as our customer base grows.”

- Elana Fishman, COO

Solution

The RouteThis team worked with WyzeLabs to implement the RouteThis Core Diagnostics, facilitating rapid delivery of necessary diagnostics directly to agents and instant identification of network settings that commonly cause connectivity issues. The aim was to improve the customer experience by reducing resolution times, lower return rates and reach a better outcome for customers by solving WiFi connectivity issues instead of initiating returns and support a rapidly growing customer base while maintaining a customer-centric support experience. RouteThis Core was deployed to  10 agents who use the platform on a daily basis to solve issues around device setup and connectivity.