News. Topics. Trends.

Drive Revenue, Please Customers By Connecting Customer Journeys

Free Research Report from Forrester In the old fairy tale of Hansel and Gretel, the protagonists used bread crumbs to mark their trail home, but animals quickly ate them, leaving the pair lost in the wilderness. Customers who hop across ...
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Your Truck Rolled Over My Margin

An on-site visit is an instant hit to your margins. A second technician visit may even put you in the red for that customer. The more visits required to solve a single problem means the customer’s level of irritation increases ...
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“Language” is the problem when a new technology hits the mainstream

“Language Alignment” - If you’ve been working in the support world for any length of time, you already know what I mean… you may even have let out an audible groan. When you don’t have eyes on the problem, language ...
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It’s not a sale until the customer decides to keep it

Success can actually drive return rates higher for companies that are not prepared to support new purchases. Generally speaking, marketing campaigns focus on sales conversions without considering post-sale problems. In the age of online shopping and the Internet of Things ...
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The People’s Republic of Tritanopia

If the agent had a way to securely receive an image sent from the customer's cell phone, the problem would have been revealed. The yellow wire was where the white wire should be and vice versa. But the agent didn't ...
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It’s Time to Open Your Eyes

From the ancient stories of Perseus and the Graeae to the modern CIA’s Stargate Project, humans have longed for the ability to see far away places and events in real time. The dream of remote viewing is as old as ...
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Free Forrester Research Report: Transform The Contact Center For Customer Service Excellence

This is the last of our free research reports by Forrester. The link won't last forever so be sure to click on the thumbnail to download your copy now. Customers increasingly demand effortless customer service. Customer service executives face the ...
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Free Forrester Research Report: 2017 Customer Service Trends

Support.com is happy to supply this free research report by Forrester. The link won't last forever so be sure to click on the thumbnail to download your copy now. In the age of the customer, your customers decide how customer-centric ...
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Visual Engagement Drives Relationships And Revenue For Customer Service

Download this free Forrester Research Report Support.com is happy to supply this free research report by Forrester. The link won't last forever so be sure to click on the thumbnail to download your copy now. Why Read This Report Companies ...
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Support.com Reports Second Quarter 2017 Financial Results

Sunnyvale, CA – August 9, 2017 – Support.com, Inc. (NASDAQ: SPRT), a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of Support.com® software, today reported unaudited financial results for its ...
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Support.com Reports First Quarter 2017 Financial Results

Redwood City, Calif. – May 15, 2017 – Support.com, Inc. (NASDAQ: SPRT), a leading provider of tech support and turnkey support center services, producer of SUPERAntiSpyware® anti-malware products, and the maker of Support.com® Cloud software, today reported unaudited financial results for its ...
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Support.com Reports Fourth Quarter and 2016 Financial Results

• Previously announced cost reduction plan complete; renewed focus on fiscal discipline • Acquired third Support.com Cloud enterprise customer • Exited 2016 with Support.com Cloud Annual Recurring Revenue (ARR) of $1.2 million and 4,635 total seats Redwood City, Calif. – ...
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Support.com, Inc. Announces 1-for-3 Reverse Stock Split; Will Begin Trading on Reverse Split Basis on NASDAQ on January 20, 2017

Redwood City, Calif. – January 13, 2017 – Support.com, Inc. (NASDAQ: SPRT), makers of Support.com® Cloud software for Support Interaction Optimization, and a leading provider of tech support and turnkey support center services, today announced that a 1-for-3 reverse stock ...
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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 ...
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CES 2017 – Spotlight on the Future of Tech Support

Every year in January, Las Vegas plays host to one of the largest trade events in the world -- the Consumer Electronics Show (CES). This global gathering of consumer technologies draws more than 175,000 people to look at the latest ...
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Support.com Reports Third Quarter 2016 Financial Results

Redwood City, Calif. – November 3, 2016 – Support.com, Inc. (NASDAQ: SPRT), makers of Support.com® Cloud software for Support Interaction Optimization, and a leading provider of tech support and turnkey support center services, today reported unaudited financial results for its third quarter ...
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Support.com Names Rick Bloom Interim President and CEO

Redwood City, Calif. – October 31, 2016 – Support.com, Inc. (NASDAQ: SPRT) today announced that its Board of Directors has appointed Rick Bloom, a member of Support.com’s Board of Directors since June 2016, as interim President and Chief Executive Officer. Mr. Bloom succeeds ...
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Support.com Sets Date to Announce Third Quarter 2016 Results

Redwood City, Calif. – October 28, 2016 – Support.com, Inc. (NASDAQ:SPRT), makers of Support.com® Cloud software for Support Interaction Optimization and a leading provider of tech support and turnkey support center services, today announced that it plans to release third quarter 2016 financial ...
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Future of Tech Support Survey Reveals Early Consumer Sentiment on Artificial Intelligence in Service and Support

Consumers Are Becoming More Cognizant and Comfortable Interacting with Automated Customer Service Apps and Chatbots, According to New Support.com Survey Redwood City, Calif. – October 12, 2016 – Support.com, Inc. (NASDAQ: SPRT), makers of Support.com® Cloud software for Support Interaction Optimization, ...
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TMC names Support.com a 2016 Communications Solutions Products of the Year Award Winner

Support.com® Cloud SeeSupport Recognized for Exceptional Innovation Redwood City, Calif. – August 23, 2016 – Support.com, Inc. (NASDAQ:SPRT), makers of Support.com® Cloud software for Support Interaction Optimization, and a leading provider of tech support and turnkey support center services, announced ...
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