WOODSTOCK, Ont. – Execulink Telecom today announced two new ways the company can assist customers in both troubleshooting network issues and managing their services, virtually.
The new Execulink Helps app (pictured) and the new MyExeculink portal were created using customer feedback to better understand what customers want and need. The two new help options “give our customers more accessibility, insight, and control in their telecommunications experience during a time when staying connected – and staying home – is crucial,” said Andrea Atkinson, vice-president customer experience, in a company press release.
Powered by RouteThis, a Kitchener-based software company, the Execulink Helps app lets customers diagnose and assist with an array of inquiries, such as speed issues, Wi-Fi coverage concerns, and devices dropping from the network.
It’s available for Apple and Android and has been downloaded by nearly 1,500 customers so far, with an average of 72% able to resolve their issues without needing external assistance from Execulink.
“Our mission at RouteThis is to empower everyone to resolve connectivity challenges as quickly and painlessly as possible using intuitive digital interactions and applications that can transform any personal device into a powerful – and completely remote – network diagnostics tool,” said Jason Moore, CEO of RouteThis, in the release.
“As the pandemic continues to affect our everyday interactions with each other and with technology, that mission has become more important than ever. We’re confident this app will give users control over their experience so they can stay connected and safe.”
Unlike the app, the new MyExeculink portal was created entirely in-house and from scratch, is both desktop and mobile-friendly, and can be accessed on any browser.
“UX (human-first approach to product design) and UI (human-first approach to the aesthetic experience of a product) were integral to this project,” said Matt Seabrook, the Execulink software developer involved in the MyExeculink project. “As a member of Execulink’s small, in-house development team, it was a privilege to revamp and redesign MyExeculink to become more accessible, intuitive, and streamlined for our customers.”
“MyExeculink and Execulink Helps allow for questions to be answered and solutions to be found in a safe, contactless way,” added Candice Irvine, marketing co-ordinator. “We worked hard to align the functionality and the aesthetic of the new MyExeculink portal and will keep doing so as we continue to work to find even more ways to make it awesome for our customers.”
