Robust cloud-based tools to power omnichannel customer support
Support.com’s secure agent platform and tools enable us to deliver five-star customer and technical support experiences for the world’s finest brands. Support.com’s omnichannel platform integrates with your systems and are tested and proven in the market and agent tools improve effectiveness with clear, step-by-step guidance and manage security in a home-based environment.
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Omnichannel Customer & Technical Support Solutions
Support.com Cloud software
Support.com Cloud is a comprehensive suite of integrated agent tools designed to deliver a dramatically better customer and technical support experience in today’s multi-device, always-connected world. You can license some, or all of it to fit into your customer support environment. It’s also the power behind our proven technical support services.
The Workbench platform is a one-stop shop for home-based agents to securely access company resources and for managers to monitor agent behavior. Through Workbench agents can communicate with each other and with management via calls, chats or email. While typical CRM and Switch tools monitor agents’ defined work time, our Workbench platform tracks agent productivity as a diary of activities and is a better way to virtually “walk the floor.”
Support.com’s Cloud Support software equips agents with the integrated tools they need to be customer support rock stars. It’s powered by Support.com’s Guided Paths® solution and integrates seamlessly with your CRM, ticketing, and other systems, so agents are equipped with exactly what they need to know, when they need to know it.
With omnichannel interaction points, including, but not limited to, phone and chat, plus advanced remote control and remote video on mobile devices, agents can solve problems on first contact — and delight customers while they’re at it.
Only Support.com offers self-service using Guided Paths to deliver expert, step-by-step guidance from your website or mobile app. It mimics the experience your customer would get with a live agent — quickly diagnosing the problem, then giving customers the solutions they’re actually looking for.
We begin by pulling information that you already know about your customers to present smart choices from the start — such as which devices they own, the support program they belong to, or what they did with tech support historically. Next, we give them choices and ask intelligent questions to narrow things down quickly.
Then, we give them crisp, clear, easy-to-understand, step-by-step instructions, which can include multimedia demos and tutorials or other Guided Paths. At any time during the self-service journey, customers can escalate to agent-assisted support without repeating a single step.
Guided Paths® turn any content library into step-by-step intelligence. Using branching logic and dynamic decision points, it emulates real-world decision-making for simple to complex tasks. Support.com is ready to go with guidance for over 10,000 devices and common problems. And, we’ll work with you to build and refine new content that’s the perfect fit for your business.
Support.com Cloud software integrates seamlessly with your back-end systems, making it easy for agents to know about your customers the second they pick up the phone or engage with a chat.
Advanced remote control
Support.com Cloud software includes all the advanced remote viewing and control tools a support organization needs — built right in. Agents can co-browse and provide side-by-side guidance on all modern operating systems. They can also push diagnostics, fixes, and other apps right to your customers’ devices. At the same time, detailed data is gathered throughout the entire interaction, providing valuable insights to optimize support interactions and improve the customer experience.
With the SeeSupport mobile app or text messaging, your customers can use their mobile device camera to show agents exactly what they’re seeing. They can share real-time video or snap a photo. Agents see it immediately on their screen and get more insight for better problem-solving. You get better first-contact resolution rates while reducing returns, replacements, and truck rolls.
Remote mobile support uses include:
- Checking wiring on TVs, entertainment systems, gaming consoles, and more
- Viewing error codes on alarms, appliances, and other devices
- Diagnosing and walking through repairs or replacements remotely
- Verifying the correct part or model number before shipping a replacement part
- Helping install security cameras, wireless speakers, and motion sensors
- Verifying equipment malfunctions or damage before approving claims or authorizing returns
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