Support.com’s “Secret Shopper” IoT Support Experiment
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 […]

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 […]

How “Support Interaction Optimization” Will Reshape the World of Customer Support

One of the most exciting parts of running a company involves helping it keep its bearings while its industry undergoes a fundamental transformation. Which is why I’m proud to be at Support.com as it takes a leadership position in Support Interaction Optimization, a new industry category that responds to tectonic marketplace shifts by bringing sophisticated […]

Back to Top See Demo Contact Sales Get In Touch