New Proprietary Consumer Research Shows High User Demand for Flexible Self-Service Tech Support
LAS VEGAS – October 19, 2015 – Support.com, Inc. (NASDAQ: SPRT), makers of cloud-based Nexus® software for Support Interaction Optimization (SIO) and a leading provider of tech support and turnkey support center services, today announced the launch of their Nexus Self-Support cloud application at the ICMI Contact Center Demo & Conference at the Rio in Las Vegas. Nexus Self-Support allows software, IoT, device, and other technology manufacturers to embed easy access to customer self-service in their mobile apps, websites and software programs. By doing so, companies can increase customer satisfaction, product value and brand loyalty.
Nexus Self-Support stands out in the customer self-service market because:
- It is an embeddable solution that allows end users seamless access to support as part of the product experience, rather than as a separate process.
- It relies on intuitive Nexus Guided Paths® technology to speed up and optimize self-service interactions.
- It uses contextual information to reduce customer effort and frustration, and increase customer satisfaction.
- It harnesses analytics across all support interactions to continuously improve the customer experience.
Nexus Self-Support helps product and support teams guide users through the installation, configuration, use, troubleshooting and upgrading of technology products. Nexus Self-Support also works in tandem with the Nexus cloud application for agents (now called “Nexus Agent Support”) to provide self-service customers with the ability to seamlessly escalate to a live professional support team when needed.
Demonstrating the need for this product strategy and development, a recent Support.com proprietary survey of more than 1,000 U.S. consumers found that 49.6% of “Connected Consumers” (defined as frequent to heavy users of technology in everyday life) indicated they prefer a self-service approach when addressing product issues post-purchase. That figure rises to 60.2% among consumers aged 18-29. Additionally, 32% of Connected Consumers stated they want the flexibility of both self-service support and access to a live customer representative when necessary.*
Nexus Self-Support offers exactly this flexibility. The customer is guided through a self-service experience and, when professional support is desired, the customer also has instant access to a representative. To save customer effort and increase the efficiency of that interaction, the representative receives a full data record of the steps already taken during the customer’s self-service attempts.
Nexus Self-Support is being demonstrated at booth #422 at the ICMI Contact Center Demo & Conference in Las Vegas, Nevada, USA, through Wednesday, October 21.
Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud-based software (Nexus®) 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, a stronger brand and growing revenues.
*”The Connected Consumer” survey was conducted in September 2015 by Support.com with more than 1,000 consumers. The full report is expected to be available in late October. A printed infographic with highlights is available at the Support.com booth #422 at ICMI Contact Center Demo & Conference, at the Rio Hotel in Las Vegas, Nevada, or can be downloaded at https://corporate.support.com/self-support.
©2015 Support.com, Inc. All rights reserved. Support.com, the Support.com logo, Nexus and Guided Paths are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries. All other trademarks are the property of their respective owners.
Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://corp.support.com/about-us/careers.
Public Relations Contact:
Director of Communications and Content, Support.com
Investor Relations Contact:
Carolyn Bass, Market Street Partners,