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.
Empower your subscribers to resolve WiFi connectivity issues without ever needing to contact your support team.
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.
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.
Outpace your competition by creating exceptional customer experiences, no matter the journey.
Transform consumers’ devices into diagnostics probes that find the issue quickly, leading to accurate and timely resolution.
Provide clear, easy-to-follow resolution paths that clearly show subscribers how to resolve their exact issues.
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.
Prevent recurring issues by explaining causes and resolutions through plain language and visuals, designed to help customers understand.
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.