Want to take your customer experience to the next level?
INDUSTRY:
Smart home
LOCATION:
Lehi, U.S.
AGENT COUNT:
50
PRODUCTS USED:
RouteThis Self-Help
We had such fantastic results with self-service. Our agents can push customers to our self-service content and app if they can't resolve the issue, and customers can use Self-Help to find specific issues with their WiFi.
Andrew Watt
Director of Customer Care, Owlet
"
"
THE CHALLENGE
Finding—and minimizing—the root cause of repeat issues
For a global brand like Owlet, customer support is no light topic. With multiple teams across Europe, Asia, Canada, and the U.S., the company sees mid-six-digit support contacts per year—and WiFi-related issues alone drive nearly 25% of these contacts.
“The number-one reason customers contact us is because of WiFi issues,” explained Andrew Watt, Director of Customer Care at Owlet.
Unfortunately, these issues are often expensive, difficult, and time-consuming to resolve. In working on these calls, the team quickly noticed that while some customers had no issues with Owlet’s devices at all, some were facing the same issues over and over. This was problematic for the support team’s overall efficiency—and showed that the culprit likely wasn’t the devices.
“That’s what got us thinking that it could be the home network connection and not the product,” Watt said.
THE SOLUTION
Implementing self-service support to deflect WiFi-related issues
To reduce the number of incoming WiFi-related issues, the team decided to explore self-service support options—and were very careful in what they prioritized through that search. As Watt explained, above all else, they wanted to find something that would be simple for consumers to use.
Ultimately, they decided to go with a pilot of RouteThis Self-Help, and chose to monitor one specific KPI—WiFi issues per active user—to make sure they fully understood the value.
As Watt explained, the team saw a huge difference in their WiFi issues per active user through the course of the pilot. Though the rate varied between Owlet’s two products, both saw issues drop by over half in the span of a few months.
THE RESULTS
Fewer WiFi issues per user with RouteThis
Since introducing RouteThis Self-Help, the Owlet team has been able to:
REDUCE WIFI-RELATED CONTACTS
With RouteThis Self-Help, Owlet cut WiFi issues per active user by over 50% for both their products—which means fewer contacts for WiFi issues.
EMPOWER CONSUMERS TO SELF-RESOLVE
Offering self-service solutions has given consumers the ability to resolve WiFi connectivity issues on their own.
ACHIEVE CUSTOMER ADOPTION
Owlet has seen great success in communicating the value of self-service to customers—so that customers having issues know to try by themselves first.
Speak to an expert
CASE STUDY
How Owlet reduced WiFi-related contacts by over 50% with RouteThis
©RouteThis Inc. All rights reserved.
Speak to an expert
