The mission: Reduce WiFi support calls

Let’s face it: Self-service options like FAQs and chatbots aren't leading to the decrease in WiFi support calls ISP and smart home support teams were hoping for.

RouteThis can help.

The problem with traditional self-service

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Lack of insight

Traditional self-service options like FAQs and chatbots don't work for WiFi-connectivity issues because they lack the insight necessary to truly tailor suggestions and resolutions to the specific issues found on the customer's home network.

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Vendor lock-in

For ISPs, some routers and mesh pods offer self-service options that leverage home network visibility. But what happens when customers bring their own devices or put additional equipment in front of your CPEs? They call you for help with internet performance issues.

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High customer effort

Between searching through FAQs, mining forums and going back and forth with chatbots, the average customer spends about an hour trying to resolve issues on their own. Is it any wonder that 40% of them give up and contact your support team anyway?

The solution: RouteThis Self-Help

RouteThis Self-Help gathers info on home networks, identifies and analyzes potential issues, and gives customers step-by-step instructions on how to resolve the specific problem they're encountering.

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Power self-service with real insights

RouteThis Self-Help analyzes home networks and gives customers instructions on how to resolve issues they're seeing in real time.

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Use with any third-party equipment

RouteThis works on any home network, regardless of the customer’s router/modem combo. No new equipment or firmware updates needed.

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Exceed customer expectations

Lower call volumes and improve customer experience by empowering your customers to resolve their specific home network issues on their own time.

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Power Self-Service with Real Insights

Traditional self-service options don't work for broadband support because they lack the insight necessary to truly tailor suggestions and resolutions to the customer's unique home network setup.

RouteThis Self-Help analyzes the home networks and gives customers instructions on how to resolve issues they're seeing in real-time.

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Use With Any 3rd Party Equipment

Some routers and mesh pods offer self-service options that leverage home network visibility. But what happens to BYOD customers or those who put their own equipment in front of your CPEs? They call you.

RouteThis Self-Help works on any home network, regardless of the customer’s router/modem combo. No equipment or firmware updates needed.

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Exceed Subscriber Expectations

Consumers today want immediate resolutions to their unique problems as quickly as possible - ideally without speaking with a support agent. 

RouteThis helps ISPs lower call volumes and improve customer experience by empowering your subscribers to resolve their in-home network issues on their own time - without filling up your call queues.

Seamlessly Transition to Support

One of the most frustrating experiences for subscribers is having to re-share information or retry the same things after switching from self-service to agent assisted support. 

RouteThis gives your agents the same visibility into the home network so if a customer does reach the call center, agents can avoid suggesting those solutions that didn't resolve the issue.

Whether you are a support agent, executive or customer, RouteThis offers something for everyone

Your customers will have improved satisfaction due to:

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Streamlined communication

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Less time spent on the phone

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Ability to self- resolve

Your support team will be equipped with the tools to:

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Decrease call volumes

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Increase first contact resolution

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Reduce support costs

Overall, your business will experience benefits such as:

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Improved efficiency

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Increased profitability

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Improved customer satisfaction

It's as easy as 1, 2, 3

  • Step 1: Customer initiates a scan

  • Step 2: RouteThis analyzes the network

  • Step 3: Customer or agent resolves the issue

Step 1: Customer initiates a scan

The customer can trigger a RouteThis scan from within your own application or the standalone RouteThis app.

Step 1: Customer initiates a scan

Made possible thanks to our feature-rich platform

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RouteThis Discovery App

The Discovery App eliminates Q&A dialogue by automatically collecting diagnostics—transforming the support experience for customers.

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RouteThis Dashboard

The RouteThis Dashboard is built for customer support agents with actionable insights for faster and more effective customer care.

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RouteThis Self-Help

RouteThis Self-Help empowers your customers to resolve connectivity issues on their own time—without contacting your support team.

Let us show you how it works.

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RouteThis revolutionizes the customer support experience for both agents and customers.

email

info@routethis.com

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+1 844 370 1732