Here at Glide, we pride ourselves on putting our customers first, so we knew we needed to make sure our troubleshooting and diagnostic process was as streamlined as possible to make our customer experience swifter and more user-friendly. Enter the new Glide support app.

A new diagnostic tool that can be run from an app on a mobile device (IOS or Android), it aims to help students and residents troubleshoot with minimum effort in a number of ways.

Firstly, it helps the support desk pinpoint the issue at the beginning of the call. Then it runs a series of checks and tests, including speed tests, latency check, traceroute and connection quality, storing all of the data against a unique reference code which is accessible by support agents from a backend management platform. This gives the support desk the info they need to simplify the troubleshooting process for connectivity related issues. It also enables us to absorb the complexity of our wireless troubleshooting, thus enhancing the customer experience, reducing handling times, and reducing end-to-end fix times.

In addition, the platform also enables us to consolidate essential performance data over time, providing key insights into user experience at each of our serviced locations.

How does it work?

The end user simply runs a scan with the mobile app. Once the scan is complete, they are given a unique key which they need to pass on to the support desk. The support desk agent enters this into a dashboard and all the info they need is presented back to them.

Why not try it out for yourself and download the app now?

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