Founded in 1997, Support.com, Inc. provides cloud-based services and software designed to enrich user experience with technology as well as provide partners with the ability to create new sources of income and strengthen customer relationships by presenting all-inclusive technology services for both consumers and small businesses. The company’s partners include communication providers, retailers, and technology companies.
Support.com ranks number 309 on the 2013 Software 500, reporting $71.950 million in revenue for the 2012 fiscal year—a 33.65 percent growth rate from the previous year.
Its solutions include the cloud-based Nexus Service Platform, mobile and desktop applications (apps), and a range of remote and onsite technology services. For Support.com’s consumer base, service programs include computer and mobile device set-up, virus removal, and wireless network set-up. For small business, the company provides workstation set-up and support, network support, and proactive server monitoring and maintenance.
Continuing to provide a quality cloud-based experience for partners and customers, Support.com has released the latest version of its Nexus Service Delivery Platform.
The Nexus Platform
In October of 2013, Support.com released the latest version of its patented Nexus Service Delivery Platform. This updated version includes advanced patent pending workflow mechanization for identifying and resolving technology problems, expanded remote support tools for mobile devices, and interactive dashboards for immediate problem solving and business analytics.
“More than ever, consumers and business users depend on technology to enrich and manage their lives, so when they reach out for support, it’s a moment of truth in the customer experience. The investments we have made in the Nexus Platform target are removing barriers to delivering best-in-class technology support, so that technicians can focus on delighting customers. The latest release of Nexus incorporates what we’ve learned powering millions of support experiences for some of the country’s leading brands,” says Josh Pickus, president/CEO, Support.com.
The enhanced platform features for smartphones and tablets include a wider tool set for fast-tracking technological agent productivity and decreasing costs such as the capability to remotely establish and configure settings for Android-based mobile devices. Remote diagnostics abilities are activated by a lightweight application that connects to a chat-based support system.
The upgraded platform offers less complex creation and editing of standard operating procedure workflow—SOP Workflow, allowing for technician consistency that creates an improved customer experience over a variety of devices. The platforms’ new Workflow Editor permits consumers—with a single technician’s tool—to regulate ideal practices with a combination of remote diagnostics, automated solutions, and standard operating procedures. The Workflow Editor also comes with a cloud-based Workflow and Task Library to support the repeated use of established best practices and automation packs.
Another highlight to the updated cloud-based platform is the use of real-time analytics, new interactive dashboards that allow contact center analysts to easily comprehend and enhance service delivery costs, which are accompanied by current Nexus online reporting and data services. The innovative dashboards enable contact center staff to utilize the tools needed to perform analysis on the information acquired by Nexus during service delivery.
Support.com offers a variety of cloud-based services for consumers and small businesses including Nexus Apps, Nexus Tech, Nexus Cloud, Nexus Foundation, and Nexus Analytics. With the enhanced Nexus Service Delivery Platform users are able to problem solve, set-up systems, and reach data immediately and with ease with tools fit for a technician. This new upgrade is another in a line of secure, helpful, user-friendly cloud-based services from Support.com. SW
Feb2014, Software Magazine