Based on its recent analysis of the support interaction optimization (SIO) market, Frost & Sullivan recognizes Support.com with the 2014 North American Frost & Sullivan Company of the Year Award. In a market where the demand for matching SIO tools to the specific needs of a business is getting louder, Support.com has come out of the gate with a powerful, proven, and timely tech support solution called Nexus. This solution enables companies to cost-effectively resolve complex issues, including those that arise from Internet of Things (IoT) applications, and thereby provide superior customer support.
Nexus guides support agents through customer interactions with workflows, or “Guided Paths™,” which provide step-by-step directions, aided by in-depth analytics. Nexus analytics present actionable insights into agent behavior, support processes, and product data, aiding contact centers in continuously optimizing live support interactions.
Support.com’s tools uncover the paths (guided, custom, or support agents’ free-form replies) that best resolve issues. It also checks for agent compliance with Guided Paths, uncovers process bottlenecks, identifies product issues causing spikes in call handle time, and detects product errors and malfunctions. Nexus’s remote tools also provide access to PCs, Mac, Android, iOS, and devices in the IoT.
“Support.com lies in the node of three Mega Trends: connectivity and convergence, bricks and clicks, and social trends,” said Frost & Sullivan Industry Analyst Brendan Read. “The Nexus solution is a new approach and integrated solution set that enables and supports connected devices, communications, and computing hardware and software, which are all converging.”
Nexus also provides omni-channel engagement so that customers enjoy the same quality of customer experience online, by phone, and in person. Nexus’s remote access that lets agents fix problems hands-on fits within the new generation’s connectivity and technology zeitgeist, wherein they expect their providers and suppliers to manage their products and services.
Support.com has written into Nexus a methodology that permits consistent, repeatable and trackable processes. Furthermore, the solution uses a drag-and-drop visual designer for custom path creation and updates, eliminating the need for IT assistance to update and publish best practices. Another Nexus feature Nexus Guided Paths Libraries allows support organizations to maintain repositories of those paths that reflect their best practices.
Significantly, Nexus is customer interaction management (CIM) and customer relationship management (CRM) solution-agnostic, and can take cases and tickets that have been initiated in third-party platforms, flow them into the SIO applications, and integrate the resulting data into knowledge bases. In addition, Nexus is a hosted solution, which endows it with flexibility, scalability, and affordability.
“While other support solutions vendors have pieces of SIO, only a few of them have assembled these parts to create holistic SIO products,” noted Read. “Support.com is one of the first vendors to develop an end-to-end, best-of-breed application focused on SIO that answers customers’ developing support needs.”
For its strong overall performance, Frost & Sullivan is pleased to present Support.com with the 2014 Company of the Year Award for SIO.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in devising a strong growth strategy and robustly implementing it. The recipient has shown strength in terms of innovation in products and technologies, leadership in customer value, as well as speed in response to market needs. In short, the award looks at the emerging market players in the industry and recognizes their best practices that are positioned for future growth excellence.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
Support.com, Inc. is a leading provider of cloud-based software and services for technology support, including cloud-based Nexus Support Interaction Optimization (SIO) solution that enables companies to boost their support productivity, dramatically improve their customer experience and resolve connected technology issues quickly. Our technology and support programs help leading brands in cable, retail, software, and other connected technology industries create new revenue streams and deepen customer relationships. For more information, please visit us at: support.com.
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