Automate troubleshooting with the Discovery App.
The RouteThis Discovery App is a mobile-based diagnostic and self-help solution that provides deep insights into the home network’s configuration, environment, and potential problems, while arming your customers to resolve problems on their own with self-help capabilities.
What is affecting customer experience?
Customer support calls today involve a lengthy and frustrating Q&A dialogue.
Customers are often frustrated due to long call times and inaccurate resolutions.
Manual collection of information is often incorrect and always incomplete.
No real time self-help solution that guides the customers to diagnose issues themselves.
RouteThis Discovery App Overview
The Discovery App transforms the support experience for customers by eliminating Q&A dialogue and providing self-help capabilities.
- Turns the customer’s mobile device into a powerful diagnostic tool
- Provides self-help capabilities for customers
- Eliminates lengthy and error-prone Q&A dialogue
- Works on any home network with complete hardware independence
- Delivers reliable and actionable insights with fast, automatic discovery and diagnosis
How does it work?
The customer downloads the app and scans their network with a single button. From there, your support agent views the diagnostic results and associated troubleshooting insights in the RouteThis Dashboard to effectively and efficiently solve the customer’s problem.
The app performs the following steps:
Performs remote connectivity tests
Conducts connection quality and speed tests
Gathers network topology and congestion/interference data
Discovers different devices in the network and their connection quality
Sends diagnostic results to the care agent/SCORE automatically in under 2 minutes
Discovery App Features
The RouteThis app is engineered to deliver unmatched insights and self-help capabilities with extraordinary convenience – both for your customers and your agents.
Automated Home Network Diagnostic Scan
Mobile Operating System Support
Multiple App Formats
One Button Scan Activation
Mobile Data BackUp
Multiple app formats - the choice is yours.
Households using RouteThis
Agents using RouteThis to help customers
Network scans run across the world
What our partners are saying
"We are thrilled to add RouteThis to our resource toolbox. Now, we no longer need mile long lists of step by step instructions that most users would likely refuse to follow. RouteThis will give our support personnel the ability to run through all the required troubleshooting tests - and diagnose customer’s Wi-Fi issues - in record time."
"RouteThis has been an invaluable addition to our support team. We've lowered our AHT and RMA requests drastically since we've started using the platform. This is highly recommended for ANY tech company with users that need to onboard devices to WiFi."
"RouteThis allows us to gain much more insight into the customer's internal network allowing us to visit a site with much more information going into a service call. In many cases, a problem can be identified remotely saving the need for a truck roll."