’s “Secret Shopper” IoT Support Experiment’s “Secret Shopper” IoT Support Experiment

Early in 2015 a small group of people at decided to see firsthand how the home automation segment of the Internet of Things was being supported. You can read all the details here, but let me give you a brief overview of the basic findings. I’ll start with a really brief overview: It was […]

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 […]

Announcing SupportCam™ “Eyes on the Problem”

You’re standing with your torso twisted, staring at the ports on the back of your TV. User manuals, cables and a cable router are strewn over the floor of your living room. You’ve read that you have to connect the cables to the boxes in a certain order, but you’ve done it twice and it’s […]

New Webcast: IoT and the Connected Consumer

In a recent webcast titled, “A New Customer Experience: IoT and the Connected Consumer,” Parks Associates research analyst Patrice Samuels joined Chris Koverman and Sampath Gomatam of to discuss the complexities of offering support in an Internet of Things (IoT) world. Ubiquity of Connected Devices IoT IssuesSetting the stage for the webcast, Samuels discussed […]

Why is Joining CABA’s Board of Directors

Let me tell you why we are excited about this. Here at, we believe that life is better when technology does what it’s supposed to do. We want to make that happen for everyone by providing dramatically easier ways to solve complex technical support problems. As the Internet of Things expands and the devices, […]

CES® Roundup: It’s All About Being Connected

Three Support Industry Trends to Watch After CES 2015 There’s nothing like an enormous consumer trade show like CES to get a read on the pulse of the technology industry. The CES theme of 2015 was “connected.” Attendees could hardly take more than a few steps through the two million square feet of exhibit space […]

How Prepared Are You to Deliver Support to a Connected World?

The world is more connected today than ever before. With the rise in mobile devices and connected consumer electronics, broadband households in the US now own an average of seven connected devices (“The Internet of Things” Parks Associates). Many households are connected with a laptop or desktop computer and of course mobile devices, but in […]

Reinventing Tech Support for a Connected World Part 1 – The Tech Support Spectrum and Brand Visibility

While the term “tech support” isn’t typically considered a strategic differentiator of a product or service, every support call, live chat, or email presents a powerful opportunity to foster long-term relationships with customers.  In our three part blog series, we’ll explore how companies can tackle the challenge of tech support and customer service in a […]

Technology Services Continue to Grow, Driven by Home Networking and Customer Experience

The growth in the usage of mobile devices and cloud-based services by consumers and small businesses, coupled with the rapid adoption of wireless networking, is driving the market for technology services. “In today’s world, customer experience has become paramount to every business’s success,” said James Morehead, Vice President Product Management and Corporate Marketing, “With […]

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