The telco's guide to self-service and remote broadband support

Use this guide as a starting point to develop self-service and remote broadband support strategies that:

allow agents to resolve in-home network issues remotely - regardless of CPE

help agents identify and fix physical issues without sending a technician

empower customers to resolve in-home network issues without calling support

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RouteThis Inc 2020

info@routethis.com

As internet usage increases and IoT devices make home networks more complex, providers have struggled to meet subscriber demands around support for in-home network and WiFi issues - often being plagued poor reviews, ever-increasing support costs, and unnecessary technician visits for in-home issues.