Support.com Goes to the Web

Support.com, Inc. has introduced a new CRM solution designed to service online customers. The Web-based solution, Satisfaction Suite^TM, combines a robust self-service component with real-time assistance, resulting in more accurate and personalized responses to customer inquiries.

“Today, with the introduction of Satisfaction Suite software, Support.com sets the pace in transforming the service automation market by delivering problem resolution software embedded within an online customer process,” said Support.com’s chairman and CEO Radha Basu. “Customer retention is essential to realizing long term customer value. The Satisfaction’s Suite’s ability to proactively and automatically address customer questions and problems helps businesses retain loyal customers, create new revenue
opportunities and save money. It’s a winning solution for both companies and their customers.”

Either as a standalone product or integrated into existing applications, Satisfaction Suite offers proactive, personalized and continuous service to Internet customers. It can be configured to automatically suggest relevant solutions based upon the business’s rules, and offer seamless escalation to live support agents if necessary.

The Web-based solution responds to the Forrester Research prediction that more than half of all customer contact will be via online methods by 2003. Tom Riley, executive director, eSolutions, Health Care Services Corporation, says of the Internet-based CRM solution, “Support.com’s Satisfaction Suite can enable us to more effectively service our seven million members online by delivering a service experience that provides proactive, personalized self-service and directs members to assisted service when needed. I believe the Satisfaction Suite can improve our online customer service and ultimately lead to higher levels of customer satisfaction.”

Redwood City, Calif.-based Support.com provides support automation software via a patented platform. Clients include IBM, Cisco Systems, GE, Procter & Gamble,
Sony, Schlumberger, CSC, Siebel Systems, BellSouth, Charter Communications, Cox
Communications, and SBC.