The demand for network and cloud-based applications, entertainment, and services is growing. It is estimated that by the year 2020, 50 billion devices will be connected to the Internet. Customers who count on dependable network and device performance encounter technical problems instead. Many of us know this all too well, having felt the aggravation associated with a slow or lost network connection interrupting our work or entertainment on our computers and connected devices.
Read: Pie Digital Boosts Call Resolution & Reduces Customer Support Calls
I don’t even know how many times I’ve been on the phone with my service provider (SP) or restarted my router. I seem to lose my Internet connection every 20 minutes. I can’t even stream a movie on Netflix or use my laptop without interruptions. I don’t even call tech support anymore because I know what they’ll tell me: they don’t see any interruption with my service on their end, but they’ll send a service technician over (for a fee, of course) to take a look.
While tech support today hasn’t been a failure in all situations, many consumers are unsatisfied with it. People need information that is accessible. Many people enjoy the convenience of technology but don’t fully understand it.
Pie Digital to the rescue.
Pie intends to help people understand their networks and devices better by using a common language that explains exactly what things like “you only have 1 GB of data left, or 5G mean.”
Their new cloud-based software, TotalTechHero, supports connected homes at a lower cost by giving customer service representatives (CSRs) full visibility behind the home network gateway. For the first time, CSRs have the tools to be able to quickly diagnose and solve problems. Pie says that this will shorten calls and increase first call resolution.
Here’s how it works: The CSRs validate the user, go to the cloud, and connect to the consumer’s account. They see the same visual as the consumer, and are able to recognize the problem without asking anything. They progress immediately to the problems that need to be solved, and can show users how to solve the problem so they can fix it in the future.
All the data that is collected — what the problems are, what devices are generating those problems, and what solutions work best — are retained in the cloud so that the network can be constantly improved.
The cost of TotalTechHero will come to consumers in two scenarios: Some service providers will distribute this product free because they know it makes the support process cheaper and better, and others will provide it as a premium support package.
John Orcutt, the CEO of Pie Digital, says the three biggest problems consumers have with connected homes are:
- Slow or no Internet connection.
- Media streaming issues.
- Security problems.
A consumer App is used in conjunction with TotalTechHero that offers information in one easy place. It continuously monitors and displays the status of the home network and connected devices, as well as alerts consumers to problems.
Households experience problems when multiple connected devices are simultaneously running, resulting in lost service, pixilated Netflix and YouTube videos, and interruptions in online gaming. With the App, consumers can select which devices receive the most bandwidth from a list provided by Pie Digital.
If firewalls are down, the anti-virus database is out of date, or there is no antivirus program, it gives the consumer a choice to install anti-virus software by clicking on the “fix button.”
According to Pie, they created the hero to do three things:
- Enable families to easily experience the upside of connected living.
- Make the downside of dealing with tedious technology a non-issue for consumers.
- Transform tech support from a necessary evil into a value-added resource.
The software has just been launched, so it will take some time to know whether or not this will save us all from the technical problems associated with our connected homes. Hopefully my SP will sign up.
What are your thoughts on this new cloud-based software? Email me at firstname.lastname@example.org or comment below.