Poor support experience is the culprit of 22% of product returns. With Self-Help, customers have the power to diagnose and solve issues directly—which means lower support demand, fewer product returns, and 100% happier customers.
Smart Home brands need smart support solutions
Today, over 80% of consumers want the ability to self-serve, but more than half are left unsatisfied with current self-help resources—most don’t determine root cause or provide clear paths to resolution. RouteThis Self-Help gathers data points on the home network, identifies and analyzes potential issues, and offers customers step-by-step instructions on how to resolve WiFi challenges, directly—without ever having to speak to an agent.
Achieve more with Self-Help
REDUCE PRODUCT RETURN RATE
EMPOWER CUSTOMERS AND IMPROVE CSAT
Over 80% of consumers want the ability to self-serve—which means smart home brands need to implement effective self-service options. With Self-Help, you can help customers save time, improve device experiences, and ultimately increase satisfaction.
IMPROVE OPERATIONAL EFFICIENCY
Up to 45% fewer calls means drastically lower demand on your support team. This way, support agents can focus their time on providing more high-complexity cases with the attention they need.
Help your customers help themselves.
Empower your customers 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 customers determine the root cause
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.
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Help customers resolve connectivity issues directly
Transform consumers’ devices into network probes that find the issue—so consumers don’t need to spend time self-diagnosing and trying to find an article that might help.
Gain real-time visibility
Look into consumers’ home networks to see what they’re actually experiencing—and to provide the best possible resolution.
Lay out intuitive resolution paths
Provide clear, easy-to-follow resolution paths that clearly show customers 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.
RouteThis Self-Help platform at a glance
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.
PROBLEM IDENTIFICATION
Identify trends in root causes and customize which solutions show up first to maximize call deflection.
FIX-IT FLOWS
Deliver proven resolution paths using data from thousands of home network scans.
AGENT INSIGHT
In the rare case that subscribers need to call into support, agents can access all historical scan information.
Ready to make your customer support experience better?
