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 […]

In the Connected World, Context is King

In the Internet of Things, and particularly in the sub-domain called the smart home, there is so much information flowing in all directions that just dealing with exceptions or trying to derive insights are no longer sufficient for the realization of all the potential value that exists. True utility is dependent on devices and systems […]

How Smart are Smart Homes?

Despite another wave of Smart Home devices and services entering the market following CES 2016, growth in related consumer demand is slowing, a clear indication that there are significant challenges to mainstream adoption. The complexity of securely and properly installing and managing all of these new devices – along with the lack of adequate support […]

CES 2016 Focuses on IoT —
Breaks Attendance Records

What is CES? CES, or the Consumer Electronics Show, came to a close on January 16th in Las Vegas, Nevada. CES is the almost 50-year-old annual trade show that features all the latest and greatest (and many not so) technologies and gadgets from around the world. While I’ve worked in the consumer electronics industry for […]

How important is customer support in shaping brand experiences?

Here at Support.com we recently conducted an online survey of 1,000+ consumers, asking them about their support experiences with brands at different stages of their customer journey all the way from consideration, to purchasing, to onboarding, to enablement, to continued loyalty. The results of the survey were fascinating. Some of the data confirmed what we’d […]

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 […]

3 Challenges in Achieving Optimum Support Service (Part 1)

With the onset of 2010 emerged a new age, one that is thriving and increasing in intensity – the age of the customer.  Customers are more empowered than ever and expect an unprecedented level of personalization in their service interactions and experiences with companies1.  This is a significant development with far-reaching consequences; companies that are […]

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