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News : Support.com Cloud Agent Support Adopted by Upclick
Redwood City, CA, USA, July 14, 2016 -- Support.com, Inc. (NASDAQ:SPRT), makers of Support.com(R) Cloud software for Support Interaction Optimization, and a provider of tech support and turnkey support center services, announced that Upclick has increased customer satisfaction and revenue conversions with their adoption of Support.com Cloud Agent Support.
Upclick is a custom e-commerce platform with expertise in sales funnel optimization and monetization for merchants and affiliates in the digital goods and software industries. Upclick chose Support.com Cloud Agent Support to increase their support team’s effectiveness and maximize conversion rates for their Premium Technical Support (PTS) services.
"We moved from our previous support platform to Support.com Cloud because of the company’s software expertise, particularly in IoT technology support," said Daniel Kapur, VP of Operations at Upclick. "Our support representatives are increasingly tasked with supporting an ever-growing variety of connected devices sold by our merchants."
"Using Support.com Cloud Agent Support has helped us reduce training time for our reps, and they, in turn, are impressed with the device-data gathering capabilities of the Agent Support cloud application. Knowing so much about the context of the devices our customers sell allows us to deliver much more effective PTS."
"We are excited to see the results Upclick is getting through the use of our Support.com Cloud software," said Elizabeth Cholawsky, President and CEO at Support.com. "It’s especially gratifying to see the effect of customer support on the top line by optimizing support experiences leading to a better overall customer experience and increased value for the brand. With Support.com Cloud, Upclick was able to demonstrate a great impact on their Net Promoter Score – meaning their customers are happier – as well as their ability to capture new business from their customers."
Posted by Veronica Silva Cusi, news correspondent
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Support.com provides remote technology services to consumers and small businesses directly via our support.com portal and channel partners, which include retailers and anti-virus companies. Our partners offer branded services as part of their own integrated consumer programs in order to fix, configure, and setup today's consumer technology. Our live online tech support is conducted by highly qualified Personal Technology Experts who are 100% based in Canada and America. Every tech expert must pass rigorous testing and training before helping customers. As most consumer technology problems are software related we can fix the problems remotely using our safe, secure, proprietary technology – there is no need to leave home. The consumer does not have to unplug the computer and take it to be fixed, and no-one has to come to the home. From virus removal to email set up, our Personal Technology Experts have assisted over 800,000 consumers with their PC’s and a wide range of devices including printers, routers, home networks, digital cameras, MP3 players and more. Our tech experts also educate and train consumers to take ful
Published: Tuesday, July 19, 2016