Support.com is expanding support for mobile devices by introducing an updated version of its patented cloud-based Nexus Service Delivery Platform.
The new version also includes powerful tech workflow tools and interactive dashboards for business analytics and real-time decision-making.
"The investments we have made in the Nexus Platform are targeted at removing barriers to delivering best-in-class technology support, so that technicians can focus on delighting customers,” said Josh Pickus, president and CEO of Support.com.
The latest release includes a range of features including remotely diagnosing and configuring settings for Android (News - Alert)-based smartphones and tablets. A lightweight app enables remote diagnostics capabilities and powers chat-based support.
The platform includes a new Workflow Editor that ensures technician consistency and enables non-technical personnel to standardize best practices.
A cloud-based Workflow and Task Library in the Workflow Editor enables re-use of automation packs.
Real-time analytics has become much simpler than before thanks to new interactive dashboards allowing contact center analysts to optimize service delivery costs.
All these features are important to increase customer satisfaction, important to improving the company’s bottom line.
“If consumers aren't satisfied with their experience when they need help with a product or service, chances are that their overall experience will be negatively impacted," said Mary Wardley, vice president of Enterprise Applications and CRM Software at IDC (News - Alert). "Frustration during a support issue that directly impacts the consumer's ability to use a product can have significant consequences."
Support.com provides cloud-based services and software that power premium technology support programs and technical support organizations.
The company will present a free webinar on October 10, 2013 at 11 a.m. (PDT) / 2 p.m. (EDT) titled, "Delivering Consistent Tech Support to Reduce Costs and Enhance Customer Experience."
The webinar is organized in cooperation with the Technology Services Industry Association (TSIA). James Morehead, vice president, Product Management and Corporate Marketing, and John Ragsdale, vice president, Technology and Social Research, TSIA, will present for Support.com.