Support.com Announces the All-New SeeSupport for Real-Time, Remote Visual Support
14 February 2017 - 1:00AM
Business Wire
Enables support agents to reduce customer effort and boost
customer satisfaction via an app on customer smartphones and
tablets
Support.com, Inc. (NASDAQ:SPRT), makers of Support.com® Cloud
software, and a leading provider of tech support and turnkey
support center services, announced today the release of the all-new
SeeSupport, a remote visual support tool that helps agents to get
“eyes on the problem” for more effective, personalized support.
“Retailers, manufacturers, communication services providers, and
even warranty providers face some unique customer support
challenges,” said Support.com VP of Product & Engineering Chris
Koverman. “To be able to retain customers by meeting their demands
for high-touch support, the focus needs to be on reducing customer
effort while also reducing product returns, support delivery costs,
and even on-site field service visits. In our initial experience of
deploying this new technology with support organizations, some
customers have noticed a 29% decrease in field visits or 'truck
rolls' when using SeeSupport in their support sessions. And this is
just one way in which remote visual support technology is
revolutionizing the customer support experience.”
With an advanced remote visual support tool like SeeSupport,
support agents of all technical expertise levels can easily use the
camera on a customer’s smartphone or tablet to get a live,
contextual view of the customer’s problem. Via guided on-screen
annotations, remote flashlight control and more, SeeSupport enables
agents to guide customers to resolution faster and more
effectively.
Using SeeSupport, support representatives have the ability
to:
- Visually inspect a product in its
physical environment, its setup, environmental issues, warning
lights, or error codes to diagnose problems
- Walk a customer through simple to
complex tasks such as an installation, configuration, recovery
procedure, or repair – without having to speak the same “technical
language”
- Verify malfunctions or damage before
authorizing claims or processing refunds – reducing no
fault-returns and ensuring a customer gets the right replacement
part the first time
For added extensibility, the SeeSupport remote visual support
tool is cloud-based and more easily deployable to agents than ever,
operating in conjunction with or independently of a support
organization’s CRM (Customer Relationship Management) system or
support ticketing system.
SeeSupport – A Personal Expert Right There With Your
Customer
A 7-Day Free Trial of SeeSupport is available at
http://www.support.com/see-support-trial
For more information and specifications, please visit
https://www.support.com/see-support/
About SeeSupport
SeeSupport is remote visual support software that gives support
agents a more effective way to deliver personalized service. With
SeeSupport, support representatives can instantly see a live visual
of the problem via the customer’s smartphone or tablet camera to
provide a solution in record time. SeeSupport is easily deployable
to agents, optimized for the agent experience to streamline the
time to resolution, and powerful but simple for all levels of
technical expertise. Using SeeSupport, leading companies help their
support teams boost resolution and customer satisfaction rates
while reducing product returns and service delivery costs.
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 www.support.com.
Support.com, Inc. is an Equal Opportunity Employer. For more
information, visit http://www.support.com/about-us/careers.
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version on businesswire.com: http://www.businesswire.com/news/home/20170213005174/en/
Support.comMedia ContactRachel Malette, 650-556-8592Director of
Sales Operations and Enablementrachel.malette@support.comorInvestor
ContactJacob Moelter, 650-556-8595Investor
Relationsjacob.moelter@support.com
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