Support.com provides remote technology services to individual consumers and small businesses. The company offers highly trained online tech support to assist and address software-related issues remotely by utilizing its panted technology. Though it side-steps the need for face-to-face customer interaction by working remotely, Support.com has had to overcome challenges associated with a rapidly evolving target market.
In the past, offering remote quality services was limited to small local providers. However, advances in remote clientless support tools have lent opportunity to larger companies that have discovered how to fully utilize those tools to provide valuable technical support on a national scale.
This progression of leading technology and tools has bred a new generation of technology services companies. While Support.com has obtained a foothold in the industry by creating high-value relationships with a variety of vertical partners that are reselling its services, the company is further separating itself from the competition with the assistance of some expert advice.
In a recent report, International Data Corp. (IDC) analyst Matt Healey noted steps Support.com can take to maintain a competitive position in the market. In summary, Healey says the company can achieve continued growth by increasing its customer base; leveraging a Six Sigma business management strategy to produce high customer satisfaction rates; and by enhancing its technology platform by introducing new services.
• Growing a customer base starts with maintaining and catering to current clientele – and providing solid customer service and support is key here. The company is the remote provider for leading players such as Staples, Office Depot, and OfficeMax, and currently runs an active program with AOL.
• The Six Sigma business management strategy is applied in many sectors, though its foundation is to utilize a set of statistical methods to follow a defined set of steps to reduce costs and increase profits while maintaining high customer-service quality. By implementing this standard, Support.com can map, measure, and evaluate ways to drive better results.
• Support.com’s services range from e-mail set up, to assistance with printers, routers, home networks, digital cameras, MP3 players and more. By extending these offerings, Support.com has the potential to emerge as an innovative and diverse provider in the market.
By leveraging its current industry expertise and eye for industry evolution and proper approach, Support.com has positioned itself with the potential to continue to expand its market share.
For more information visit www.support.com
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