Pit Bulls and Field Support
Pit Bulls and Field Support

In an earlier blog post, I discussed needing a technician in my home to solve a problem and the impact this has on your margins. However, the level of customer effort involved in having a technician in the home can impact the perception of the quality of support provided. Field support calls aren’t just expensive […]

How Smart are Smart Homes?

Despite another wave of Smart Home devices and services entering the market following CES 2016, growth in related consumer demand is slowing, a clear indication that there are significant challenges to mainstream adoption. The complexity of securely and properly installing and managing all of these new devices – along with the lack of adequate support […]

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

Early in 2015 a small group of people at Support.com 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 […]

Mural Proves the Value of Support Interaction Optimization (SIO)

As pointed out by Frost & Sullivan Principal Analyst Nancy Jamison in her blog, support interaction optimization (SIO) is a new and powerful tool that helps companies improve their customer experience, lower costs, and measure the results. Case in point is Mural, a Portland, Oregon-based professional services company that specializes in cloud IT sales, onboarding, […]

New Webinar: Driving Call Center Performance with SIO (Support Interaction Optimization)

Consumer technology is growing more complicated every day. But supporting it doesn’t have to be complex. In a recent webinar titled, “Driving Call Center Performance with Support Interaction Optimization,” representatives from Frost & Sullivan, Mural, and Support.com discussed how SIO is changing the way support organizations resolve complex issues and ensure customer satisfaction. F&S webinar […]

Remote Control in Today’s Connected World

There are dozens of ways to provide tech support to today’s savvy customers. When everything else fails, though, customers typically fall back on Old Reliable, the telephone. Unfortunately, support over the phone, as straightforward as it seems, still involves all sorts of limitations. Most obviously, there is a great gulf separating the support agent from […]

“Company of the Year” Award and the Research Behind it

Support.com was recently honored as “2014 Company of the Year” for Support Interaction Optimization (SIO) by Frost & Sullivan. As you can imagine, we are thrilled with the award and would like to tell you more. But we thought you’d appreciate hearing directly from the source. In its Best Practices Research, Frost & Sullivan defined […]

Support.com President and CEO Elizabeth Cholawsky talks about winning Frost & Sullivan’s “Company of the Year” award

Last week I attended a black-tie gala in San Diego to receive, on behalf of Support.com, one of the business world’s most prestigious honors, a Frost & Sullivan “Best Practices” award. We were named “Company of the Year” in the Support Interaction Optimization (SIO) space and, while that on its face is pretty thrilling in […]

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