Allows developers to integrate award-winning Nexus support functionality directly into their consumer or business apps
Redwood City, Calif. – May 19, 2015 – Support.com, Inc. (NASDAQ: SPRT), makers of cloud-based Nexus® software for Support Interaction Optimization (SIO) and a leading provider of tech support and turnkey support center services, today announced the release of the Nexus Connect SDK, a software development kit that embeds advanced Nexus functionality into Apple iOS and Android® applications.
“Given the explosive growth in the number of connected devices and the complexity of their interaction,” said Support.com CEO Elizabeth Cholawsky, “support can no longer be about just fixing things when they break. It has to be about making sure that consumers get full value out of their technology. The first step toward that goal is making support a natural and seamless part of the entire customer journey.”
The ability to provide these capabilities natively in mobile apps is a major step in implementing the Support.com vision to better address the Internet of Things in addition to traditional technologies.
Using the new SDK, developers of any IoT or other mobile application can provide their end users with direct access to Nexus-enabled support agents via:
- Remote diagnosis, repair and configuration management
- SupportCam™ “eyes on the problem” remote video support service
- Remote control and co-browsing of the device or app
- Live Chat
Some functionality is dependent on the specific device-operating system combination.
Guided Paths® – The heart of Nexus support
Agents provide support using Guided Paths, the technology that sits at the heart of Nexus and acts like a GPS by providing step-by-step directions for addressing complex issues. In combination with the advanced functionality enabled by the Nexus Connect SDK, Guided Paths produce dramatic reductions in the time required to resolve issues, and virtually eliminate the need for second and third calls.
The Nexus Connect SDK is available immediately via download from the Support.com developer site:
For more information and specifications, please visit corp.support.com/nexusconnectSDK
Nexus is a powerful, cloud-based solution for Support Interaction Optimization (SIO) that integrates with existing contact center software and acts like a GPS for agents, presenting them with Guided Paths that provide “best practices” guidance during each customer interaction. In addition to showing agents the optimal route to resolution of complex problems, Nexus provides sophisticated tools like remote control and SupportCam, which uses the customer’s smartphone or tablet to show the agent what the customer is looking at. Nexus can help contact center managers increase customer satisfaction and lower support center costs by collecting detailed data about every step of every support interaction and then using advanced analytics to provide unprecedented insights into processes, agents and products.
Support.com, Inc. (NASDAQ:SPRT) is a leading provider of cloud-based software and services for technology support, including Nexus, a Support Interaction Optimization (SIO) solution that enables companies to boost agent productivity, dramatically improve the customer experience and more quickly resolve complex technology support issues. Nexus and our support programs help leading brands in cable, retail, software and other connected technology industries create new revenue streams and deepen customer relationships. For more information, please visit www.support.com.
The Support.com, Inc. logo is available at http://www.globenewswire.com/NewsRoom/Attachment/25440.
Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about-us/careers.
Mary Ellen Ynes, GMK Communications
Carolyn Bass, Market Street Partners