Press Release

Support.com® Cloud Agent Support Adopted by Upclick to Maximize Quality of Customer Experience and Increase Revenue from Premium Support Services

Redwood City, Calif. – July 14, 2016 Support.com, Inc. (NASDAQ:SPRT), makers of Support.com® Cloud software for Support Interaction Optimization, and a leading provider of tech support and turnkey support center services today announced that Upclick has increased customer satisfaction and revenue conversions with their adoption of Support.com Cloud Agent Support.

Upclick is a custom e-commerce platform with expertise in sales funnel optimization and monetization for merchants and affiliates in the digital goods and software industries. Upclick chose Support.com Cloud Agent Support to increase their support team’s effectiveness and maximize conversion rates for their Premium Technical Support (PTS) services. Upclick PTS helps their vendor customers reduce support-related expenses and increase their customer satisfaction, which leads to increased revenue.  As a result of adopting Support.com Cloud, Upclick has realized a 17% increase in sales conversions.

“We moved from our previous support platform to Support.com Cloud because of the company’s software expertise, particularly in IoT technology support,” said Daniel Kapur, VP of Operations at Upclick. “Our support representatives are increasingly tasked with supporting an ever-growing variety of connected devices sold by our merchants.”

“Using Support.com Cloud Agent Support has helped us reduce training time for our reps, and they, in turn, are impressed with the device-data gathering capabilities of the Agent Support cloud application. Knowing so much about the context of the devices our customers sell allows us to deliver much more effective PTS.”

Calin Udrea, Director of Marketing at Upclick, added, “Since we started using Support.com Cloud, our Net Promoter Scores (NPS) have skyrocketed – they have gone up 50 present. And having our representatives become so much more organized through the software’s automation has increased the consistency of delivering support experiences to every customer, which is critical to ensuring repeat business and revenue growth.”

“We are excited to see the results Upclick is getting through the use of our Support.com Cloud software,” said Elizabeth Cholawsky, President and CEO at Support.com. “It’s especially gratifying to see the effect of customer support on the top line by optimizing support experiences leading to a better overall customer experience and increased value for the brand. With Support.com Cloud, Upclick was able to demonstrate a great impact on their Net Promoter Score – meaning their customers are happier – as well as their ability to capture new business from their customers.”

About Upclick

More than just a payment processor, Upclick is a custom e-commerce platform with expertise in sales funnel optimization and monetization for merchants in digital goods and software industries. We deliver effortless payment processing while improving conversion rates and overall cart value.

Our 10+ years of experience in the market provides you billing solutions while our marketing expertise complements that of our clients. Upclick’s platform increases your online sales by targeting five key elements: fully customizable sales flow, checkout optimization, easy integration, premium technical support, and an affiliate network.

Our complete and secure payment solution allows you to easily accept all major payment methods and display your products in multi-currencies and languages based on your customers’ localization. We also provide you a custom and optimized branded cart offering you a seamless user experience in order to reduce your cart abandonment rate. Your customers will not feel as though they have left your website, because your new cart is fully harmonized with your branding to ensure satisfaction and conversion.

To learn more about Upclick, visit http://upclick.com.

About Support.com Cloud

Support.com® Cloud is next-generation Software as a Service (SaaS) for technical support that increases customer satisfaction and loyalty, creates new revenue opportunities and decreases support costs. Support.com Cloud provides intelligent guidance for support teams and customer self-service, as well as enabling Internet of Things (IoT) solution and app providers to embed support directly into their products. It can be used to resolve complex technical issues more quickly and effectively, reducing customer effort and maximizing the value customers get from new technologies. Guided Paths® are at the core of both the Self-Support and Agent Support applications of Support.com Cloud, providing easy to follow, step-by-step guidance with built-in logic. To facilitate continuous optimization, Support.com Cloud also collects detailed data about every step of every support interaction, and uses advanced analytics to provide actionable insights into support practices and real-world product performance. To learn more, visit https://www.support.com/cloud.

About Support.com

Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud-based software and services to deliver next-generation technical support. Support.com helps leading brands in software, electronics, communications, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships. Customers want technology that works the way it’s intended. By using Support.com software and services, companies can deliver a fantastic customer experience, leading to happier customers, greater brand loyalty and growing revenues.

For more information, please visit https://www.support.com or follow us @support_com.

Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about-us/careers.

© 2016 Support.com, Inc. All rights reserved. Support.com and the Support.com logo are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries.

Public Relations Contact:
Sarah Thorson
104 West Partners for Support.com
+1.720.407.6078
PR@support.com

Investor Relations Contact:
Jacob Moelter
Investor Relations, Support.com
+1.650.556.8595
jacob.moelter@support.com

 

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