RouteThis Helps - iOS and Android New UI and Features! (May '24 - Resolve)

What is this? 

We're thrilled to unveil our new RouteThis Helps and white-labeled apps. Our team has been working on major updates to empower your customers with even more powerful WiFi diagnostics and improve the UX and UI of our apps. We're also introducing a WiFi coverage tool to Self-Help.

What’s changing?

A modern, user-friendly experience

This update features a modern interface and an enhanced user experience that makes in-home WiFi troubleshooting easier, especially for end-users who are not tech-savvy. We've also fixed some minor issues on the previous version.

WiFi coverage tool

Previously available only to support agents, end-users now have access to our intuitive WiFi coverage tool. It empowers them to easily analyze the WiFi coverage within their home to identify weak zones or dead spots. The benefit is that they can do it independently, without having to call your support team.

This tool also educates users on the benefits of a mesh system or extenders, building trust and generating more upsell opportunities.

Tailored WiFi troubleshooting

Context-driven troubleshooting for RouteThis asks users about their specific issue before starting the network diagnostics. It will help tailor the troubleshooting experience to the user’s connectivity challenge and provide invaluable insights into the types of issues your customers experience the most. You will also notice on this screen that there is a section titled “WiFi coverage” where customers can access the WiFi Coverage tool (If applicable).

What has changed for you?

The only significant change in the agent experience is where the customer accesses agent tools like Network Scan, Photo & Video etc. Customers can access this section of the app by clicking “Advanced Tools” at the bottom of the “What are you having trouble with” screen that comes immediately after the “Begin” screen (see screenshot above), however, your overall process remains largely unchanged.

You retain the ability to manage the call flow by activating RouteThis tools through the Resolve dashboard and customers will continue to receive educational content at the conclusion of issue resolution. 

Interested in adding Self-Help?

Our new updates bring a great new interface, improved suggestions, and a new dead spot tool within Self-Help. If you would like to try Self-Help, get in touch with your RouteThis CSM!

These changes are expected to release in white-labeled apps in May 2024. If you have a white-labeled app issued, your CSM will be in touch with specific recommendations and updated screenshots for your websites. Updates to RouteThis Helps will follow at a later date as we coordinate updates across partners.