help2go (Unreleased)

With help2go Home Network Support, internet and telecommunications’ providers and their customers can quickly resolve home networking issues, bringing about fewer helpdesk calls and significantly reduced support costs.

The client self-care app diagnoses issues through real-time measurements with a complete view on all network devices, including those invisible to backend systems. This includes:

• Examining end-user devices for hardware and software failures

• Device interoperability, e.g. connectivity problems on legacy devices

• WiFi stability assessments such as channel scanning

• End-to-end connectivity tests for internet-facing apps and remote content

• Connection confusion, for example when tethering or using WiFi repeaters

• Serving as a support platform for Smart Home and IoT devices

All test results can be accessed by hotline agents using the backend portal.

App Goals

-Self-service, as well as remote troubleshooting of any issues in the home network, with the client software being used both as a diagnostics probe and as an interface to measurements taken.

-Empowering the Support Staff with diagnostics run directly from the end-user device. This enhances the whole process with data that otherwise would not be accessible, such as the device health or data-consuming applications.

-To measure and visualize performance. Automatically retrieve QoS metrics from the device and enhance these with backend data.

-Notify end-users of any events or issues that would otherwise escape their attention. For instance, a specific device causing network disruption or an interrupted router connection.

-Enable end-users to administer their entire home network with an intuitive interface.

Current distribution of help2go is restricted to demo code holders only - we apologize for any inconvenience this may cause.