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

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.

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 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).

So, the new flow after the customer installs the app is to instruct them to press the “begin button”, then press the “Advanced Tools” button at the bottom of the screen and now you can instruct them to run a scan or start a Live video session (photo and proxy too!)