LONDON, Ont. — Independent ISP Start.ca is making it easier for customers to diagnose and troubleshoot issues on their home networks by releasing a public version of its StartCARE app, the London, Ont.-based company announced today.
StartCARE scans a Start.ca customer’s network for problems, and then provides simple step-by-step instructions for suggested fixes, says Start.ca’s press release.
Initially developed as an internal resource, StartCARE is powered by RouteThis, a software company located in Kitchener, Ont., which specializes in automated and self-serve platforms for ISPs and smart home companies. The app has had a series of updates throughout 2020 “to align with customer feedback and ensure the functionality met their needs,” says the press release.
Now, the company is making the improved, user-friendly app publicly available for any Start.ca customer to use. The StartCARE app is available for free from the App Store and Google Play.
“StartCARE is a major revision and enhancement to an already effective tool, improving the experience for both our customers and our staff. The app takes our offering a step further by enabling our customers to get support instantly without needing to call in or wait for an available representative,” said Al Uniac, customer experience director at Start.ca.
When a situation requires further support, to improve call times and simplify logistics, StartCARE generates a unique session key code which can be shared with a Start.ca customer support rep during a call. Users can also use the app to take and share real-time visuals with the representative to further streamline support cases, says the press release.
“The StartCARE app runs a variety of network tests and diagnostics that can be shared with a support rep, as necessary. Customers who still have to call in after running the scan appreciate the speed at which the rep can now identify issues based on the diagnostic data provided,” said Emily Ferreira, vice-president of customer success at Start.ca.
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