Imagine purchasing a smart-home kit and trying to set it up yourself for your newly furnished apartment. You follow the instructions that accompanied the kit, but the hub does not connect to the security camera. You search Google and find something that tells you to change a few settings in the hub. It still does not work. Frustrated, you dial the customer care number and are greeted with a warm “Hello.” In a few clicks, the customer care agent is now able to remotely see your entire setup. Through step-by-step guidance, she figures out that the timeout setting in the hub was too low.

Thanks to the cloud applications and services from Support.com, any customer care agent can do what she did: provide next-generation support and resolve such technical issues smartly and quickly.

Nexus® Agent Support by Support.com is an award-winning cloud application that is pioneering support interaction optimization. Nexus provides step-by-step guidance and content in context to customer support agents during live phone or chat interactions with customers. As a complement to Nexus Agent Support, Nexus Self-Support is a new cloud application for end users, offering web and in-app technical self-service to make the customer’s journey a happier one.

“Our core belief is that life is better when technology does what it’s supposed to do. We handle over 18,000 calls a day in our own contact center for brand name clients, and our customer satisfaction scores (CSAT) are among the highest in the industry,” says Support.com President and CEO, Elizabeth Cholawsky. Support.com helps leading technology brands across a number of industry segments (software, consumer electronics, retail, Internet of Things (IoT), etc.) deliver a fantastic customer experience.

Industry Recognition and Innovation
As a company, Support.com is driven by innovation in the customer support space. Some of Support.com’s key achievements have been in identifying new opportunities to make contact center operations more efficient using technology. For instance, Nexus Agent Support provides optimal step-by-step guidance at the agents’ fingertips, on-screen, during customer calls and chat sessions, so customers receive the fastest and most accurate support each and every time. Some of North America’s leading broadcasting, cable and retail companies experience the benefits of the technical innovations behind Support.com’s software and services.

Support.com has been recognized multiple times in the past two years for pioneering support interaction optimization. In 2014, Support.com won the Frost & Sullivan’s “Company of the Year” award in the Support Interaction Optimization (SIO) market segment. In 2015, Nexus Agent Support was recognized with a Customer Contact Center Technology Award, and again with a Technology Innovation Award, by TMC Labs and CUSTOMER Magazine for demonstrating innovation and improving the quality of technical support. Nexus Self-Support has recently been recognized by CRM Media as a Top Product of 2015.

The exponential rise in the number of connected devices is causing traditional contact centers to face more complicated customer technology environments and issues. At the same time, customers expect faster resolutions, and more well-informed and experienced agents who can quickly address their requests.

Diwakar Bhatia, Senior Director, Engineering & Country Manager, India Operations says, “We clearly understand the core of such challenges: We innovated and have introduced Guided Paths® within both Nexus Agent Support and Nexus Self-Support. Guided Paths acts like a GPS to provide the next best step to take to resolve the issue at hand. Additionally, the real-time analytics capture and process data on every interaction and produce the results in an interactive data visualization”.

The Support.com Bangalore Center and work culture
Support.com’s Bangalore Center is a world-class R&D organization. Most of the disruptive innovation in the area of support interaction optimization has been planned and designed by the Bangalore Research and Development and Product teams. The Bangalore center houses a team of product managers, interaction designers, quality, and development engineers. HR, IT and Dev Ops too, form an important part of the Bangalore Center.

Support.com’s core values of driving innovation in technology and products are reflected in the work culture. Policies are designed in a very employee-friendly manner – with flexible work hours, work from home options and a subsidized cab program – to allow employees to achieve an effective work/life balance. Employees are encouraged to maintain a high learning and development curve with access to diverse training programs including in-house training on leadership and soft skills, company-sponsored conferences and technical training programs, and 24/7/365 online training platforms.

Future Plans
As a company, Support.com is determined to continue its leadership in technical support services and in cloud software for Connected Support. As the needs of consumers evolve and the market landscape continues to change, the company will remain focused on attracting and developing top talent, delivering unparalleled technological innovation, and creating ongoing and unique value for its customers. Support.com is a company to watch!