Broadband support tools for ISPs

Simplify home network support with our Wi-Fi diagnostic app and web portal. We help ISPs deliver more self-service, better remote support, and faster resolutions

Watch our video to discover how ISPs can offer better broadband support

    Diagnostic tools that make Wi-Fi support easier

    Support Robotics gives Internet Service Providers and their customers everything they need to keep the home network operating at its best. Customers can effortlessly find and fix issues with their Wi-Fi and network setup using our troubleshooting tools. And if they need more help, your agents can carry out remote diagnostics even when broadband is down.

    It’s a totally smooth experience, delivered through a diagnostic app and web portal that are easy to deploy and use.


      How it works:

        How the Support Robotics app and portal enable real-time remote diagnostics

        What ISPs get with Support Robotics

        Direct remote support via smartphone

        Why waste time and money sending out an engineer? Give customers fast, remote support that’s as good as a home visit.
        • Test around the home – By running diagnostics via the customer’s smartphone, agents see issues from the customer's perspective
        • Perform visual checks – Agents can use the mobile camera to inspect router location, cabling and check for signal obstacles
        • Router independent – Our software works with any router, letting the agent check logs and change settings, even when broadband is down

        Smart self-service troubleshooting

        Many ISP customers would rather self-serve if it’s easier than calling a support agent or going in-store. Help them do more themselves with our Wi-Fi diagnostic app.
        • Automated Wi-Fi diagnostics – Our app checks settings and fixes most common issues, even intermittent ones
        • Troubleshooting around the home – The app helps identify problems with home routers, Wi-Fi extenders, and smart home devices
        • Frictionless handover – If customers need more help, the app passes them to an agent, along with any Wi-Fi diagnostic data from self-service tests
        iPhone Demo Self-Test web

        Capabilities to meet new challenges

        The challenges on service providers are changing. Support calls are increasingly focused on Wi-Fi and the performance of demanding applications such as video conferencing, VoIP and HD streaming.

        Our Wi-Fi survey tool uses the customer’s mobile device to identify areas where poor Wi-Fi might limit their applications.

        • Identify and explain dead-spots

        • Helps with optimal router placement

        • Identifies opportunities for extenders or mesh

        • Available as both a self-care capability and remotely accessible by support agents


        Why providers choose our support tools

        App-based diagnostics make trouble-shooting easy for customers and agents

        Visual tools enable remote support that’s as good as a site visit

        Fast time to value - deploy standalone or within your customer care app

        “Telstra selected the Support Robotics platform to address a business need – to enhance and automate customer care experiences across different contact channels with a more modern, flexible solution. We are delighted with the performance of the platform and the support we have received.”

        Mark Yarnall -
        General Manager Device Services - Telstra Corporation

        Man telling people about his device care app

        Discover what better broadband support looks like

        See our Wi-Fi diagnostics in action.  Get in touch to arrange a free demo of our broadband support tools.

        Book a demo

        Our free self-care app "ISP Support" is available from the App Store or from Google Play

        Download on the App Store   Get it on Google Play

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