Personalized Customer Support: A Look Inside Intelligent Data Synchronization
Personalized Customer Support: A Look Inside Intelligent Data Synchronization

During a customer support call, don’t make your customers tell your agents information that you should already know. It seems like a simple mandate, but many companies are still struggling to make support delivery a painless, personalized experience that gets customers to resolution as fast as possible. In my blog post from October, Make Your […]

Increase Customer Satisfaction with Remote Video Support

We live in an era of “right now.” So why should customers settle for anything less when it comes to getting support for their products? Something that’s been making a splash in the world of customer support as of late is remote video support. It lets customer support reps see the problem in real time […]

Make Your CRM More Effortless with Embedded, Contextual Support

How many different systems do customer support agents in your contact center juggle at one time? If you answered 5 or more, you’re not alone. According to TSIA (Technology Services Industry Association), the average contact center agent at TSIA member companies routinely juggles 4 to 11 different systems to provide support to customers. And going […]

Re-thinking Contact Center Metrics in an IoT World: A Modest Proposal*

(* with apologies to Jonathan Swift) Ask managers in the contact center arena and they’ll tell you that they live and die by the same set of metrics they were using when they opened the doors: average handle time, first-call resolution, etc. And why not? If you handle a million calls a year and lop […]

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 […]

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 […]

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 […]

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 […]

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 […]

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