In the Connected World, Context is King
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 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 […]

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