Converting Customers Into Informed CX Partners

Today, consumers want a smart and secure home that ‘just works.’ Unfortunately, 54% of internet households in the United States experience technical issues with their home networks, and most smart home device owners report technical problems with their devices. Quickly resolving networking and product issues is critical to making the connected home seamless and enjoyable. However, providing a self-service support experience means increasing support costs for internet service providers and device manufacturers.

Self-service support solutions can help with issues like staffing shortages and increased call volumes, while also providing technicians with more accurate and helpful data, enabling them to resolve issues more efficiently and effectively.

This White Paper is a collaboration between RouteThis and Parks Associates and will dive into:

• Consumers’ support needs across the connected home at both the network and device level and consumer strategies for addressing technical issues
• The evolution of self-service tools and an exploration of the latest generation of proactive network and device monitoring
• The impact of self-service tools on the user experience and provider support costs
• ISPs and smart home device manufacturers currently offering self-service solutions

Click to download your free copy of Self-Service Support: Improving Home Automation by RouteThis and Parks Associates today.