Technical Support Best Practices & Webinar Recap

Written by Giselle Rochford


At RouteThis, we interact with countless ISP and smart home support teams who work hard to provide the highest caliber of technical support to their customers.


In our most recent webinar, our Head of Customer Success, Matt Gardner, shares some of the technical support best practices these teams follow and talks a bit about what we’re doing here at RouteThis to help our partners take their support teams to the next level.


In this webinar, we covered:

  • the key metrics successful support teams track
  • problems that commonly prevent support teams from hitting their goals
  • the tools top support teams can’t live without
  • the ideal tools these technical support teams wish they had
  • new products: RouteThis Workflows and RouteThis Proxy
  • new features: Text Distribution and Live Scan Updates


Webinar Replay


Before we continue, if you weren’t able to attend the webinar, the full replay is now available on demand. Just hit play on the video below.



TL;DW(atch): Technical support best practices


During the webinar, we ran a few polls about technical support best practices and the results were so interesting, we wanted to share them here. So even if you couldn’t attend or don’t watch the replay, you can still stay up to speed on current tehcnical support trends.

1. What metrics do successful technical support teams track?


For this question, we listed quite a few possible responses, including:

  • Mean Time to Resolution (MTTR)
  • Resolution Rate
  • First Contact Resolution Rate (FCR)
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Propensity to Appoint (PTA)
  • Propensity to Call (PTC)


As expected, the majority of attendees reported tracking FCR, CSAT and NPS and a few also keep note of MTTR and resolution rates. PTA and PTC received no votes, and although they are less popular, it was still surprising to see that no ISPs in attendance track these valuable metrics.


Support teams that track PTA and PTC understand exactly how well they’re doing when it comes to true resolutions.


Lowering resolution rates and increasing FCR are great goals, but those metrics are tied to individual tickets, not customers. Truly successful support teams take it a step further and keep track of the number of customers who are opening multiple tickets or repeatedly having technicians sent to their homes, and aim to keep these as low as possible.


So if you’re one of those ISPs that doesn’t track PTC or PTA, it might be time to start.


2. What stops support teams from hitting key metrics


This poll had too many possible answers to list so we’re just going highlight the ones that got the most votes.

  • Lack of knowledge sharing between agents
  • Tier 1 technical knowledge
  • Customers’ lack of knowledge


Knowledge (or lack thereof) is the main reason many support teams cannot hit target MTTRs, FCRs, resolution rates, etc. and that makes complete sense.


Agent turnover in support teams is often quite high, which is already problematic on its own. But if newer or less experienced agents can’t quickly and easily learn from their more seasoned colleagues, this often leads to even longer call times, more escalations and call backs from tier 2 or 3, and large numbers of unresolved tickets.


Couple that with customers who know nothing about their home networks and it’s not surprise many support teams are unable to stay on track with key metrics.


3. What’s the ideal solution/feature/tool for technical support teams?


Given the responses above, it should come as no surprise that the ideal tool or feature many support teams wish for revolves around knowledge sharing.


To combat the issues caused by lack of knowledge in newer agents, support teams have realized they need some sort of tool that allows for instant knowledge sharing and process updates across the entire support organization. Unfortunately, traditional fixes like classroom or online training are time-consuming and often ineffective.


Attendees also suggested that they’d like to see support tools continue to move in the direction of self-help and proactive diagnosis (periodically scanning customers’ networks and alerting them to potential issues and fixes) as technology advances.


How can Workflows and Proxy help ISP support teams meet industry best practices?


While self-help and proactive diagnosis are the end goal, the current RouteThis platform is already bridging the gap caused by customers’ lack of knowledge and the new RouteThis Proxy is the next step towards closing it completely. RouteThis Workflows on the other hand, is all about making it quick and easy to ramp up new agents and update support teams about new debugging process and techniques.


Matt spoke at length about the benefits of the two new features during the webinar so be sure to check out the recording if you’re interested in learning more. Or, if you’d rather not commit to the 40 minute replay, you can watch the much shorter demos for Workflows and Proxy or get in touch directly.

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