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Give your subscribers the power to resolve WiFi issues

A self-service solution that works

Today, over 80% of consumers want the ability to self-serve, but more than half are left unsatisfied with current self-help resources—most solutions enable the customer to merely change settings, and not troubleshoot ongoing internet issues that lead to quick resolution. RouteThis Self-Help empowers subscribers to self-diagnose, troubleshoot, and resolve WiFi issues with the same speed and accuracy as your agents—straight from their mobile device.

Put the power of resolution into
your subscribers' hands

Happy customers are good for your business—and, with the right customer support strategy, you can keep them that way.

IMPROVE OPERATIONAL EFFICIENCY

With effective self-service options, subscribers won’t have to contact your support team—which means lower support demand, fewer unnecessary truck rolls, and drastically lower cost to support.

OUTPACE THE COMPETITION AND SECURE MARKET SHARE

Consumers expect businesses to offer effective self-service support options—but few of them do. By delivering those options, your ISP can stand out from the competition and expand in your market.

ATTRACT AND RETAIN HAPPY CUSTOMERS

Better WiFi experiences mean happier customers who stay with your company longer—and who help bring in new accounts through referrals and reviews.

IMPROVE OPERATIONAL EFFICIENCY

With effective self-service options, subscribers won’t have to contact your support team—which means lower support demand, fewer unnecessary truck rolls, and drastically lower cost to support.

OUTPACE THE COMPETITION AND SECURE MARKET SHARE

Consumers expect businesses to offer effective self-service support options—but few of them do. By delivering those options, your ISP can stand out from the competition and expand in your market.

ATTRACT AND RETAIN HAPPY CUSTOMERS

Better WiFi experiences mean happier customers who stay with your company longer—and who help bring in new accounts through referrals and reviews.

Flawless WiFi at your subscribers’ fingertips

Empower your subscribers to resolve WiFi connectivity issues without ever needing to contact your support team.

Analyze

Initiate full network analysis

With the click of a button, subscribers can activate a complete diagnostic scan using their mobile device to collect hundreds of data points as if a technician were truly in their home.

IDENTIFY

Let your subscribers determine the root cause

Analysis results are compared to millions of home network scans to identify the true root causes of WiFi connectivity issues, including poor WiFi coverage, interference, too many connected devices, and many more.

RESOLVE

Provide the steps to solve the issue

The app generates easy-to-follow troubleshooting steps to restore connections faster.

The Self-Help advantage

Outpace your competition by creating exceptional customer experiences, no matter the journey.

Help customers resolve connectivity issues directly

Transform consumers’ devices into diagnostics probes that find the issue quickly, leading to accurate and timely resolution.

Lay out intuitive resolution paths

Provide clear, easy-to-follow resolution paths that clearly show subscribers how to resolve their exact issues.

Maintain historical data records

Store all diagnostics and resolutions from self-service support sessions—so if the customer ever needs to call in, agents have all the relevant details and can resolve faster.

Provide contextual education

Prevent recurring issues by explaining causes and resolutions through plain language and visuals, designed to help customers understand.

See what’s included with Self-Help

Get to know the industry’s most effective self-service solution.

AUTOMATED NETWORK SCANS

Analyze the home network to identify the sources of WiFi issues.

FIX-IT FLOWS

Deliver proven resolution paths using data from thousands of home network scans.

PROBLEM IDENTIFICATION

Customize which issues are surfaced in order to maximize call deflection.

AGENT INSIGHT

In the rare case that subscribers need to call into support, agents can access all historical scan information.

AUTOMATED NETWORK SCANS

Analyze the home network to identify the sources of WiFi issues.

FIX-IT FLOWS

Deliver proven resolution paths using data from thousands of home network scans.

PROBLEM IDENTIFICATION

Customize which issues are surfaced in order to maximize call deflection.

AGENT INSIGHT

In the rare case that subscribers need to call into support, agents can access all historical scan information.

Here’s what our customers are saying

It’s been great to see customers empower themselves with the RouteThis platform to resolve issues without calling in...we’ve seen our self-help stats increase from a steady growth of 25% to now over 70% usage; it’s been and continues to be a fantastic tool that our customers can use and, in many instances, alleviates the need for any onsite visits.

Steve O’DonnellSenior Engineering Manager, Trustpower

Want to take your customer experience to the next level?

Let’s talk