Redwood City, CA – September 26, 2013 – Support.com, Inc. (NASDAQ: SPRT), a leading provider of cloud-based technology services and software designed to create new revenue streams and improve customer experience, will present with Technology Services Industry Association (TSIA) a free webinar, “Delivering Consistent Tech Support to Reduce Costs and Enhance Customer Experience”, on October 10, 2013 at 11 AM PDT / 2 PM EDT. Presenting for Support.com is James Morehead, Vice President, Product Management and Corporate Marketing, and John Ragsdale, Vice President, Technology and Social Research, TSIA.
How customers experience the technology that drives products and services has a huge impact on the value of a company’s brand, the perception of the company, and ultimately the bottom line. And with social media ever present, the consumer’s voice is amplified and tech support experiences, good or bad, can go viral quickly. As a result, delivering high quality tech support is becoming a critical component of the overall customer service strategy for many companies.
At the same time complexity is increasing as more products and services depend on connections to the Internet and each other. According to the 2013 TSIA Benchmark Survey of customer service executives, 65% of the products they support are “highly complex” (up from 42% of products in 2003).
Solving most technology problems remains, however, a largely manual process involving scripts, static knowledge bases and time-consuming “talk therapy”. The result is an inconsistent service experience where successfully solving the issue and providing a positive customer experience is highly dependent on the expertise of individual agents.
In this live 30-minute webinar, James Morehead and John Ragsdale will discuss:
- Why high level metrics for contact center performance can mask customer experience-impacting variability in service delivery quality.
- How guided workflow, in-context diagnostics and automated solutions can increase consistency and solve rates while streamlining training and reducing AHT.
- The importance of capturing, analyzing and synthesizing rich data to optimize service delivery processes.
- Innovative strategies for impacting customer experience across the spectrum of technology support.
For more information or to register for this webinar please click here.
Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based services and software that power premium technology support programs and technical support organizations. Our premium technology support programs help leading brands create new revenue streams and deepen customer relationships. Our Nexus® Service Delivery Platform helps technology support organizations reduce costs, improve problem resolution and enhance the customer experience. Our services and software are marketed to channel partners, including leading communications providers, retailers, technology companies and others. We also offer a wide range of easy-to-use software products designed to maintain, optimize and secure computers and mobile devices. For more information, please visit us at: www.support.com.
Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about/careers.
Copyright © 2013 Support.com, Inc. All rights reserved. Support.com and Nexus are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries. All other trademarks are the property of their respective owners.
Safe Harbor Statement
This release contains “forward-looking statements” as defined under the U.S. Federal Securities Laws, including the Private Securities Litigation Reform Act of 1995 and is subject to the safe harbors created by such laws. Forward-looking statements may relate to, but are not limited to, market and consumer activity, supported devices, the features available in, and the potential benefits to be derived from products and solutions, and the release dates, plans and market acceptance of such products and solutions. Such forward-looking statements are based on current expectations that involve a number of uncertainties and risks that may cause actual events or results to differ materially including, among others, Support.com’s ability to predict revenue and control expenses, shifts in customer demand, shifts in strategic relationships, delays in Support.com’s ability to deliver its products and services, software errors, or announcements by competitors. These and other risks may be detailed from time to time in Support.com periodic reports filed with the Securities and Exchange Commission, including, but not limited to, its latest Annual Report on Form 10-K and its latest Quarterly Report on Form 10-Q, copies of which may be obtained from www.sec.gov. Support.com is under no obligation to update its forward-looking statements. Information contained in our website is not incorporated by reference in, or made part of this press release.
Media Contact for Support.com
Martin Levy Public Relations, Inc.