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WiFi self-service support hub for ISPs
The resources you need to offer subscribers self-service solutions for WiFi issues.
Support calls for WiFi-related problems can cost up to $45 per interaction.
More than 40% of consumers want an app that shows WiFi performance and troubleshoots their issues.
69% of consumers prefer to resolve problems independently, but less than one-third of companies offer self-service options.
What is self-service for ISPs?
Self-service support is a proactive approach to managing WiFi connectivity issues that enable subscribers to resolve connectivity issues without support team intervention.
Why should you use self-service support?
It's what your subscribers want, and it saves you money. Studies show that over 75% of subscribers want the ability to self-serve, and with the right solution, ISPs can increase efficiency and reduce costs.
3 key benefits of self-service support for ISPs
Self-service as a support agent retention strategy
DID YOU KNOW?
“When we saw the monthly data that the usage on RouteThis went up from around 25 percent to the 70s, we understood that the platform had deflected a huge amount of people from calling us.”
— Steve O’Donnell, Assurance Manager (Telco), Trustpower
How do you get self-service right?
Common self-service channels—like FAQs, knowledge bases, chatbots, and forums—require high subscriber effort and have limited answering capabilities for solving complex problems. Self-service should focus on identifying problems, not just fixing them, so subscribers' unique needs can be met.
5 traits of self-service support options that customers will love
The ISP’s guide to customer self-service for WiFi support
How to deflect calls without sacrificing customer experience
“From my perspective, [RouteThis] makes for a spectacular customer experience, whether you’re technical or not.”
— Dave Robson, Customer Experience Manager, Start.ca
How are other ISPs doing self-service?
Self-help solutions enable subscribers to resolve in-home WiFi issues independently, improving the customer support experience for these issues, and lowering call volumes for these difficulties. It can also recommend personalized resolution steps considering a subscriber’s particular home network setup.
Trustpower sees 47% call deflection and faster troubleshooting with RouteThis
How Start.ca transformed the customer—and support rep—experience with RouteThis
How RocketNet cut handle times by 75%—and boosted customer experience—using RouteThis
“Continually investing in technological advancements like RouteThis empowers our customers to be in the driver's seat.”
— Simon Swanepoel, Founder and CEO, RocketNet
How RouteThis can help with self-service?
RouteThis Self-Help Demo
Self-Help Feature Sheet
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.
RouteThis Self-Help for ISPs
“It's been great to see customers empower themselves with the [RouteThis] platform to resolve issues without calling in; 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’Donnell, Assurance Manager (Telco), Trustpower
Get RouteThis Self-Help for ISPs
Empower your subscribers to resolve WiFi connectivity issues without the need to contact your support team.
