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SUPPORT.COM RE-INVENTS CUSTOMER CARENew Global Center of Expertise and Expert Exchange Portal Enhance Customer Collaboration and ServiceRedwood City, CA, October 23, 2001-- Support.com, Inc. (Nasdaq: SPRT), the leading provider of support automation software, today announced dual customer care initiatives - the Support.com Global Center of Expertise and the Expert Exchange support portal. Both initiatives, launched to drive customer collaboration and support, are designed to elevate the level of expertise among users and advance the benefits afforded by Support.com's technology. The Global Center of Expertise (GCOE) is a dedicated team of engineers and architecture experts responsible for communicating and developing best practices for customers and partners using Support.com's Resolution Suite software platform. As an expert resource, the GCOE serves as the focal point where the customer and Support.com converge. Expert Exchange, launched as an integral part of the GCOE in its efforts to offer premium customer service, is a portal that delivers customers, partners and employees optimized support and information in real time, around the clock and around the world. Expert Exchange's dynamic functionality serves not only for technical troubleshooting, but also as an online forum for customers and partners to collaborate with the Company and each other. Via Expert Exchange, users can directly request product features and enhancements. The portal also allows for customers to receive the latest software upgrades online, while serving as a single point of reference for quick and efficient software license downloads. Further benefits of Expert Exchange include unlimited, 24/7 issue submission and tracking, where customers and partners can monitor the status of their issues and update these with additional information, as well as close the issues themselves. "Support.com's Global Center of Expertise and Expert Exchange underscore a comprehensive strategy to make our customer relationships stronger, communications more dynamic, and responsiveness to queries fast and meaningful," said Lucy Hoger, Vice President of Operations for Support.com. "We find, companies that collaborate with their customers and partners create better products and respond faster to changing business conditions. Support.com strives to be an innovator in customer care, just as we've strived to be the leader in support automation software." About Support.com Support.com (NASDAQ: SPRT) is the world's leading provider of support automation software. Support.com's patented software platform allows businesses to automate and personalize the support they provide to their customers, partners and employees, helping them reduce costs and drive user satisfaction. Global 2000 companies using Support.com's software include corporate enterprises like GE, Cisco Systems, and Delta Air Lines, plus OEMs and service providers like IBM, Sony, CSC and BellSouth. Support.com has offices worldwide. For more information visit www.support.com This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933, as amended, and Section 21E of the Securities Exchange Act of 1934, as amended, including the expected benefits from the new initiatives, and these statements are subject to risks and uncertainties, which are set forth in our SEC filings. Editorial Contact: Joi Deaser Support.com 650.556-8930 joi@support.com top of page |
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