Live agent phone and chat support.
Customers want hassle-free answers to tough questions, but pulling that off is no small feat. That’s why Support.com takes a comprehensive approach. With our tech-savvy team, insight-driven multichannel tools, and unparalleled knowledgebase approach, you get higher first-contact resolution rates — and happier, more loyal customers.
Work with the best US-based experts.
Keeping today’s products running smoothly is a challenge. From Macs and PCs, to iOS and Android devices. Add to that, the explosion of internet-connected gadgets in the home. It’s no wonder your in-house support teams are struggling. Too often, the solution to a problem involves interactions with networks, software, or other devices your team doesn’t know a thing about.
At Support.com, our agents have what it takes to handle the hard problems the first time around. We hire only the most technically astute puzzle solvers, then equip them with our smart, integrated tools and experience-tested content library. We’re ready-to-go with step-by-step guidance for over 10,000 devices and common problems, and we’ll work with you to build and refine new content that’s a perfect fit for your business.
Ourmakes it easy for us to hire and retain the best people from across the US, regardless of where they live. Our diverse and powerful workforce of remote employees includes military veterans, work-from-home parents, and people with disabilities.
Get it solved the first time.
No repetition required.
Two-thirds of connected consumers report frustration at being asked to repeat information again and again as they engage with support teams. And can you blame them? Most support experiences are siloed. With different people, software, and back-end systems handling various parts of the job, it’s difficult to give agents the context they need to solve problems without excessive phone transfers and repetitive questions.
At Support.com, we believe in eliminating silos and empowering agents. Our agents get insight about your customers the moment they pick up the phone or engage in a chat. They’re equipped with our integrated, cloud-based technical support software tools to get the job done the first time. They excel at solving complex issues, like interactions between software and devices from different manufacturers. And, our “do it right the first time” culture lets them get curious and go the extra mile to make sure that problems get solved.
Our software tools include:
- Integrated phone and chat channels
- Auto-connection to real-time customer and device data
- Salesforce and Zendesk® integration
- SDKs and APIs for integration with your web, mobile apps and back-end systems
- Experience-tested content library
- Guided Paths® for diagnosis and step-by-step guidance
- Solutions for over 10,000 devices and common problems
- Custom content development and optimization
Remote control and viewing
- Co-browse and provide side-by-side guidance
- Push diagnostics, fixes, and apps to your customer’s device
- Remote video and photo sharing using your customer’s mobile phone
Build your knowledgebase and enhance your brand.
Great technical support experiences grow customer loyalty, which is why Support.com is committed to making it just right for you and your customers.
Our content library and signature Guided Paths experience form the backbone of our live agent and self-service solutions.
Guided Paths turns the content library into step-by-step intelligence. Using branching logic and dynamic decision points, it speeds problem diagnosis and helps our agents deliver smart, step-by-step guidance for everything from simple to complex tasks. They can include multimedia demos and tutorials, remote diagnostics, automated fixes, and even other Guided Paths. It’s all your best practices, wrapped up in one convenient package.
Our team of experts uses agent input and powerful data analysis tools to continually optimize your content library and Guided Paths. Scorecards and dashboards help us spotlight your best processes, find and remove bottlenecks, and even pinpoint flaws in the products you’re supporting. In other words, we solve the tough problems so your customers get the best experience — every single day. You’re welcome.