Questioning Frequently Asked Questions
Questioning Frequently Asked Questions

It’s time to question the usefulness of Frequently Asked Questions. Here’s my problem with FAQs. Most of the time, they were written by people in the Marketing or Product department but reside under the Support or Help section of your website. I know: I have written them when I was working at a previous employer. […]

A Foundation for Dynamic Support

It’s been said that the only thing that is constant is change. This is especially true when supporting customers in the new world of interconnected devices. Solutions that work at this moment can change in the next as interoperability issues, security threats, and software updates barrage the consumer. The foundation of the customer support architecture […]

Redefining Support for a Connected IoT World

Imagine this a few years from now: Xfinity has updated their Android app. The update requires an OS upgrade, which hasn’t yet been pushed to the phone by your mobile carrier. Without the new upgrade, your Xfinity app no longer controls your connected TV services correctly. You’re impatiently searching in the app for the customer […]

Optimizing Your Contact Center Tech Support Interactions – Part 2

Last week I wrote – in Part 1 of this three-part blog series, – about providing real-time guidance to tech support representatives, and how this is the next big thing for contact centers. In fact, on-screen guided support is already provided to the reps of many brands that garner high customer ratings. Whether it’s break-fix […]

Top Picks at the ICMI Contact Center Expo and Conference

The Support.com team is headed to Orlando for the ICMI Contact Center Expo and Conference May 4th – 7th and we hope to see you there! This year’s conference combines the best of all worlds – a huge expo hall with some of the best contact center technology and service providers and product-free sessions for […]

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