Customer Connect Blog

Rethinking customer support in a connected world

Re-thinking Contact Center Metrics in an IoT World: A Modest Proposal*

(* with apologies to Jonathan Swift) Ask managers in the contact center arena and they’ll tell you that they live and die by the same set of metrics they were using when they opened the doors: average handle time, first-call resolution, etc. And why not? If you handle a million calls a year and lop […]

Support.com’s “Secret Shopper” IoT Support Experiment

Early in 2015 a small group of people at Support.com decided to see firsthand how the home automation segment of the Internet of Things was being supported. You can read all the details here, but let me give you a brief overview of the basic findings. I’ll start with a really brief overview: It was […]

Top 3 tips from our “Mapping the New Contact Center: a Journey You’ll Want to Take” webinar

I recently spoke at a webinar that featured guest speaker Ian Jacobs, Senior Analyst with Forrester Research. We discussed the challenges to meeting new requirements for customer support, in our world of increasingly complex products and devices, more sophisticated buyers, and the Internet of Things (IoT). Interestingly, we could say that the very first mention […]

Redefining Support for a Connected IoT World

Imagine this a few years from now: Xfinity has updated their Android app. The update requires an OS upgrade, which hasn’t yet been pushed to the phone by your mobile carrier. Without the new upgrade, your Xfinity app no longer controls your connected TV services correctly. You’re impatiently searching in the app for the customer […]

Announcing SupportCam™ “Eyes on the Problem”

You’re standing with your torso twisted, staring at the ports on the back of your TV. User manuals, cables and a cable router are strewn over the floor of your living room. You’ve read that you have to connect the cables to the boxes in a certain order, but you’ve done it twice and it’s […]

Optimizing Your Contact Center Tech Support Interactions

Last week I wrote – in Part 1 of this three-part blog series, – about providing real-time guidance to tech support representatives, and how this is the next big thing for contact centers. In fact, on-screen guided support is already provided to the reps of many brands that garner high customer ratings. Whether it’s break-fix […]

Mural Proves the Value of Support Interaction Optimization (SIO)

As pointed out by Frost & Sullivan Principal Analyst Nancy Jamison in her blog, support interaction optimization (SIO) is a new and powerful tool that helps companies improve their customer experience, lower costs, and measure the results. Case in point is Mural, a Portland, Oregon-based professional services company that specializes in cloud IT sales, onboarding, […]

Top Picks at the ICMI Contact Center Expo and Conference

The Support.com team is headed to Orlando for the ICMI Contact Center Expo and Conference May 4th – 7th and we hope to see you there! This year’s conference combines the best of all worlds – a huge expo hall with some of the best contact center technology and service providers and product-free sessions for […]

Optimizing Your Contact Center Tech Support Interactions

Support is hard. And it’s getting harder. Whether it’s emotional support of a friend going through a tough time, or tech support of a caller having a problem with a smart phone or device, knowing how to respond is vital. With the friend, it’s enough if they know you care – if you’re empathetic and […]

New Webinar: Driving Call Center Performance with SIO (Support Interaction Optimization)

Consumer technology is growing more complicated every day. But supporting it doesn’t have to be complex. In a recent webinar titled, “Driving Call Center Performance with Support Interaction Optimization,” representatives from Frost & Sullivan, Mural, and Support.com discussed how SIO is changing the way support organizations resolve complex issues and ensure customer satisfaction. F&S webinar […]

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