People contact us when something is broken and a generic FAQ answer is not enough to help them. Especially quickly. We created procedures by device and error state, with actions that check service status and account pairing. Visual images show each troubleshooting step and update as the user completes it.

If the issue still fails, they are routed to our tech team with a ticket that includes the model, app version, diagnostics, and steps attempted already. That has made our technical support team very happy. Review collected by and hosted on G2.com.

The more detailed the workflow becomes, the more maintenance it needs. Firmware releases can change the troubleshooting path, so we need to re-update all the documentation. But I don't know what the alternative solution would be. Review collected by and hosted on G2.com.