[INFOGRAPHIC] The key to exceptional customer e...
Customer experience is one of the most important key performance indicators for ISPs—but it ca...
Written by Erin Green
Smart home brands need smarter support solutions.
Today’s connected households feature multiple smart home products, leading to increased WiFi usage and connectivity issues. The RouteThis platform provides complete visibility into the home network with custom-built diagnostics for smart home brands.
See how RouteThis works
Lower Handle Times
Reduce handle times by 20-60% while increasing FCR
Fewer Product Returns
Save more than 30% on return costs by resolving connectivity issues
Deflect More Calls
Empower customers to diagnose connectivity issues through self-help capabilities
Delighted Customers
Increase NPS, CSAT, and create long-lasting customer relationships
What issues are smart home support teams facing?
The growing number of connected devices in homes today poses a great opportunity for smart home brands, but also comes with new connectivity-related challenges for their support teams.
No visibility into customers' home networks means support agents are unable to resolve network connectivity issues without relying on information from the customer
Non-technical customers often relay inaccurate or incomplete information to agents, delaying resolutions even further
Product returns are increasing as more and more customers can't set up their devices properly or experience ongoing connectivity issues
Enabling Customer Care within Connected Homes
RouteThis is an innovative support solution that increases customer satisfaction and decreases costs through unique home network diagnostics and resolution capabilities.
Put customer support in autopilot
Hardware-Independent Deployment
A single support solution for your entire connected product portfolio, creating a consistently positive agent and customer experience.
Isolate Network-Related Issues
Gain deeper insights into the customer’s home network including number of connected devices, connection quality, and more.
Comprehensive Agent Dashboard
Empower your agents with intelligent diagnostics, priority alerts, and guided resolution paths.
No Lengthy Q&A Dialogue
Replace frustrating and error-prone Q&A dialogue with a simple mobile scan.
RouteThis automates support workflows with AI.
See real business impacts
Fewer Product Returns
Reduce unnecessary product returns by diagnosing common WiFi problems with a simple mobile scan.
Increased FCR
Improve first-contact resolution (FCR) rates with automated workflows and optimized resolution paths.
Higher CSAT
Increase CSAT by eliminating frustrating Q&A, reducing call times and solving issues faster.
Reduced Costs
Save on support costs and product returns with a streamlined support process
Learn how to reduce product returns.
Have questions? Click here to book a personal demo.
Why RouteThis?
Because nothing improves your customer care performance as much, as quickly, or as conveniently. Our solution delivers:
Unique in-home visibility that provides your agents with a deep, consistent view into each home network’s configuration, environment, and potential problems
Complete, rapid coverage that gets you up-and-running across your entire subscriber base in as few as four weeks
Hardware-independent ‘deployment’ that turns your customer’s mobile device into the world’s most powerful home network diagnostics tool, with zero dependence upon CPE models or firmware
Our Smart Home Partners
1.4 million
Households using RouteThis
1800+
Agents using RouteThis to help customers
2.3 million
Network scans run across the world
What our partners are saying
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Still skeptical? Click here to learn about our platform
Further Reading
Event recap: Discussing WiFi QoE with Wi-Fi NOW
Earlier this week, we held an exclusive online event with Wi-Fi NOW to discuss the state of th...
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The ISP’s guide to finding and eliminating dead...
For ISP support teams, dead spots in home WiFi networks have always been problematic. They’re ...
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