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Support.com Announces the All-New SeeSupport for Real-Time, Remote Visual Support

Montag, 13.02.2017 15:05



REDWOOD CITY, Calif. --(BUSINESS WIRE)--

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.

View source version on businesswire.com: http://www.businesswire.com/news/home/20170213005174/en/

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