News. Topics. Trends.

Sionyx and Support.com Launch Innovative Support Experience

SUNNYVALE, CA / ACCESSWIRE / January 3, 2019 / SiOnyx™ (Beverly, MA), a leader in low light imaging, today announced a partnership with Support.com, Inc. (Sunnyvale, CA), an established market leader in technical support solutions, to deliver support for customers ...
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Support.com Reports Third Quarter 2018 Financial Results

Sunnyvale, CA – November 7, 2018 – Support.com, Inc. (NASDAQ: SPRT), a full-spectrum leader in outsourced call center and direct-to-consumer technical support solutions, today reported unaudited financial results for its third quarter ended September 30, 2018. In addition, Support.com announced ...
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Support.com Reports Second Quarter 2018 Financial Results

Sunnyvale, CA – August 8, 2018 – 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 2018 Financial Results

Sunnyvale, CA – May 8, 2018 – 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 first quarter ...
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Support.com Reports Fourth Quarter and 2017 Financial Results

Sunnyvale, CA – March 22, 2018 – 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 Reminds Investors of Its Net Operating Loss Carryforwards and Tax Benefits Preservation Plan

Sunnyvale, CA – January 18, 2018 – 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 reminded its current and potential shareholders ...
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Questioning Frequently Asked Questions

It’s time to question the usefulness of Frequently Asked Questions. Here’s my problem with FAQs. Most of the time, they were written by people in the Marketing or Product department but reside under the Support or Help section of your ...
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A Foundation for Dynamic Support

It’s been said that the only thing that is constant is change. This is especially true when supporting customers in the new world of interconnected devices. Solutions that work at this moment can change in the next as interoperability issues, ...
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Contact Us

Just seeing those words causes angst whether you are a consumer seeking help or the director of support within an organization charged with providing that help. Slip on the consumer shoes: by the time you are looking for the contact ...
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Automating the Last Frontier of Customer Tech Support

As each of us can personally attest, customer relationships can be built or broken during support calls. A company needs to use the best hiring and training techniques, then augment them with the best support software, if it wants to ...
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Pit Bulls and Field Support

In an earlier blog post, I discussed needing a technician in my home to solve a problem and the impact this has on your margins. However, the level of customer effort involved in having a technician in the home can ...
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Support.com Reports Third Quarter 2017 Financial Results

Sunnyvale, CA – November 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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Playing the Blame Game

I love technology. My friends are not the least bit surprised when they walk in my house and the lights automatically turn on, or when I use voice commands to control a wide range of devices that punctuate my space ...
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Win Funding For Your Customer Service Project

Free Research Report from Forrester In the age of the customer, customer service must be a cornerstone of a company's customer experience strategy. Customer service application pros must invest in modernizing their technology, and doing so requires a sound business ...
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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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