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
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.
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.
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.
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.
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.
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.
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.
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.
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:
Less time spent on the phone
Ability to self- resolve
Your support team will be equipped with the tools to:
Decrease call volumes
Increase first contact resolution
Reduce support costs
Overall, your business will experience benefits such as:
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.
Made possible thanks to our feature-rich platform
RouteThis Discovery App
The Discovery App eliminates Q&A dialogue by automatically collecting diagnostics—transforming the support experience for customers.
The RouteThis Dashboard is built for customer support agents with actionable insights for faster and more effective customer care.
RouteThis Self-Help empowers your customers to resolve connectivity issues on their own time—without contacting your support team.