Internet service provider (ISP) RocketNet has launched a new application to enable customers to self-diagnose and resolve connectivity challenges immediately and effectively.

The new RocketNet Probe App, which has been running on beta, is an intuitive application enabling customers to control the diagnosis and resolution of slow Internet performance.

“If any customer has issues with their Internet connectivity, the RocketNet Probe App is our first port of call. It is important because it takes the guesswork out of diagnosing a customer’s Internal network and points us to the exact issue at hand,” says RocketNet CEO Simon Swanepoel.

“Most ISPs will tell customers to reboot their router in the hope this will solve their issues, but downloading this app saves our customers both time and money through its operational efficiency,” he says, noting that the application can be downloaded onto both iOS and Android smartphones.

Developed by Canada-based company RouteThis, the RocketProbe App aims to revolutionise the customer support experience for both support agents and customers.

“Today’s customers want to be able to resolve their own connectivity challenges immediately and effectively,” says RouteThis CEO Jason Moore, adding that RouteThis empowers them to do so through intuitive digital interactions.

With the RocketNet Probe App, RocketNet sales support staff have been able to work with customers to diagnose Internet connectivity issues quickly and seamlessly and remedy the issues to get their Internet to the level of performance it should be, explains Swanepoel.

Further, RocketNet customer service agents can securely, remotely and anonymously access a customer’s router to configure their full internal network.

The application is powered by Symptom Collection and Optimal Resolution Engine, or Score, which analyses symptoms and solutions over millions of scans to recommend statistically optimised troubleshooting and resolution paths.

The application will leverage real-time home network diagnostics to suggest optimal resolution paths that evolve and learn over time.

“From the application, customers can diagnose their Internet connection simply by placing their smartphone next to their WiFi router. The application tests the health and configuration of the home network then walks customers through resolution steps for identified issues.”

In addition, customers can send a photo directly from their phone to a RocketNet support consultant or open their phone’s camera for a live video feed of the setup they have in their home or office so that a RocketNet consultant can identify the devices.

“The RocketNet Probe App works with any ISP that a customer may be signed up with and is not an exclusive service to RocketNet customers. We believe that customers should have the best Internet experience possible, whether they are a RocketNet customer or not,” Swanepoel concludes.