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The WiFi support platform for more productive support interactions

It’s not if, but how you support WiFi issues

Modern consumers expect flawless WiFi connectivity—and when an issue happens, they expect internet service providers to fix it. That's why support teams need a single, easy-to-use solution that simplifies their workflows and brings together every tool they'll need into a single platform. With device diagnostics for root-cause analysis, automated troubleshooting, and customer education, Resolve helps your support team improve FCR, eliminate unnecessary truck rolls, and reduce operational expenses—all while converting subscribers into happy, loyal customers.

Customer experience journey that drives results

Simplify agent workflows and reduce expenses by streamlining your WiFi support process into one innovative platform.

magnets, how do they work?

ATTRACT AND RETAIN HAPPY CUSTOMERS

Deliver best-in-class WiFi experiences that exceed your subscribers’ expectations—so you can build a happy, loyal customer base.

revenue growth

INCREASE YOUR ARPU

Boost revenue by measuring and mapping out customers’ home networks to find dead spots and show them exactly why they may need extenders, plan upgrades, or other changes.

IMPROVE OPERATIONAL EFFICIENCY

Reduce average handle time by automating your support process. Agents get complete in-home visibility into issues without a tech visit and can verify fixes remotely.

REDUCE OPERATING EXPENSES

Resolve WiFi issues remotely, and eliminate the expense of unnecessary truck rolls with real-time visibility and device diagnostics.

magnets, how do they work?

ATTRACT AND RETAIN HAPPY CUSTOMERS

Deliver best-in-class WiFi experiences that exceed your subscribers’ expectations—so you can build a happy, loyal customer base.

revenue growth

INCREASE YOUR ARPU

Boost revenue by measuring and mapping out customers’ home networks to find dead spots and show them exactly why they may need extenders, plan upgrades, or other changes.

IMPROVE OPERATIONAL EFFICIENCY

Reduce average handle time by automating your support process. Agents get complete in-home visibility into issues without a tech visit and can verify fixes remotely.

REDUCE OPERATING EXPENSES

Resolve WiFi issues remotely, and eliminate the expense of unnecessary truck rolls with real-time visibility and device diagnostics.

Transform your support program into a resolution powerhouse

As the industry’s leading device diagnostics solution, Resolve provides real-time home network visibility into your entire subscriber base. This allows your team to deliver effective resolutions—and an elevated subscriber experience.

IDENTIFY

Quickly determine the sources of WiFi disruptions

Transform subscribers’ smartphones or tablets into powerful probes that quickly analyze home network configurations and environments. Then, compare the results to millions of data points to identify root causes.

RESOLVE

Standardize resolution steps for faster support processes

Guide support teams to quick and effective resolutions for WiFi issues, no matter their experience or technical ability, with clear, step-by-step resolution instructions.

PREVENT

Help subscribers become their own WiFi experts

Bridge the information gap between customers and agents. With powerful, real-time visuals and simple explanations, educate customers about issues while they’re on a call—and how they can avoid the issue in the future.

The Resolve advantage

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

Take advantage of CPE-agnostic software

Operate on subscribers’ mobile devices, with no customer premise equipment required.

Deploy a solution that scales

Implement changes and upgrades quickly to adapt to changing needs with no disruption to your business or subscribers.

Access powerful device diagnostics

Leverage your subscribers’ devices for diagnostics, so your team always has the most accurate picture of what customers are experiencing.

Establish complete subscriber coverage

Gain complete visibility into 100% of your subscribers’ home networks on day one, to help with quick root cause analysis and even quicker resolution.

Make data-driven decisions

Use standardized data to measure performance and drive exceptional customer experiences and upsell opportunities.

See what’s included with Resolve

Get to know the industry’s only device diagnostic solution.

FIX-IT FLOWS

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

DEVICE PLACEMENT

Visualize dead spots to optimize device placement and eliminate coverage problems.

LIVE VIEW

Identify physical issues in real time, and confirm that customers follow troubleshooting steps accurately.

AUTOMATED FIX VERIFICATION

Run scans on fixes to confirm that issues have been resolved.

CUSTOMER EDUCATION

Arm subscribers with educational resources, so they can resolve their own WiFi issues.

AUTOMATIC NETWORK SCANS

Determine the root cause of WiFi issues without relying on technical Q&A with customers.

FIX-IT FLOWS

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

DEVICE PLACEMENT

Visualize dead spots to optimize device placement and eliminate coverage problems.

LIVE VIEW

Identify physical issues in real time, and confirm that customers follow troubleshooting steps accurately.

AUTOMATED FIX VERIFICATION

Run scans on fixes to confirm that issues have been resolved.

CUSTOMER EDUCATION

Arm subscribers with educational resources, so they can resolve their own WiFi issues.

AUTOMATIC NETWORK SCANS

Determine the root cause of WiFi issues without relying on technical Q&A with customers.

An enhanced subscriber care experience

40%

improvement in FCR

50%

reduction in truck rolls

20%

reduction in average handle time

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

The diagnosis and information that we’re getting back from RouteThis is really strong; it’s very detailed information. It could eliminate up to an hour’s worth of time for a customer support agent on a call. And that means we’re freeing up agents to take on more calls and deal with more issues. In turn, we don’t have to employ as many agents.

Simon Swanepoel Founder and CEO, RocketNet

Want to take your customer experience to the next level?

Let’s talk