Support.com: Leveraging Technology to Empower Every Agent to be Your Best Agent
Date: Friday , June 26, 2015
The contact center is a business-critical component that can profoundly influence a brand\'s value in the market. In an ideal world, from product on-boarding to usage to resolving issues, support should be just a click away, and the interactions should be live - right from when the customers begin to ask for help until the issue is resolved. Support.com, a pioneering contact center software and solutions provider founded in 1997, is galloping miles ahead of its competitors by helping to make this ideal world real. Thanks to the Guided Paths� technology in its revolutionary product, Nexus�, the California-headquartered company with a state-of-the-art development center in Bangalore holds the unique capability of providing detailed information on exactly what happens inside every agent-customer interaction.
Making Lives Easier with Pragmatic Technology
Armed with such detailed data, managers can precisely understand what works for them, fine-tune the extremely user-friendly Guided Paths (without IT department help) and test the revised ones against the old. If there was an improvement, the new Guided Path can be made instantly available to all agents anywhere in the world. This pioneering concept, called Support Interaction Optimization (SIO), enables any agent to handle customer issues just like the very best agents do. Pioneers in developing policies and procedures to make virtual agenting work, Support.com can boast of handling over 20,000 calls a day in its own contact center, having one of the highest customer satisfaction scores in the industry, and holding prestigious awards like Frost & Sullivan\'s 2014 SIO Company of the Year.
Driven by the lack of advanced support technologies, the company developed Nexus, 100 percent cloud-based software that provides customers with all the benefits of on-premises software with no compromises. What started as an effort aimed at transforming Support.com\'s own center is becoming a disruptive hit in the industry. \"We drive revenue by making technology do what it\'s supposed to do,\" explains Support.com CEO & President Elizabeth Cholawsky, \"Whether it\'s our contact center agents helping customers or somebody else\'s agents using our tools. Either way, we make people\'s lives a little easier in the process\".
The Torchbearers Behind the Glory
Recently, the development team in Bangalore crystallized an out-of-the-box idea developed by some of the best minds in the Internet of Things (IoT) world. They wondered if it was possible to build Nexus support functionality right into smartphone and tablet apps so that users, with a single touch, could get connected to a support agent with the full range of Nexus functionality available. With immense belief in her people, Elizabeth more than happily encouraged the team to materialize the idea themselves.
The result? Nexus Connect SDK, an initiative conceptualized and delivered from Support.com\'s India R&D center which brings our rich set of analytics and innovative support tools right into our customer\'s mobile application. \"Their end-users are just a click away from agents who can remote control their device or co-browse the app with them,\" explains Diwakar Bhatia, Senior Director & Country Manager, India, \"And even chat at the same time. Agents are also able to push remote commands that can execute on the consumer\'s device, use SupportCam� to view what the consumer is viewing, take screenshots and others. All of these activities are done while capturing detailed data that are analyzed in order to optimize the entire support experience\".
In such an empowering environment, employees have a plethora of opportunities to dream up out-of-the-box solutions and execute them. As engineering is the heart of Support.com\'s operation, the company seeks skilled & creative engineers who are unafraid to push their ideas and push each other as well.
Fulfilling Both Professional & Personal Aspirations
Support.com encourages international travel to engage its people in cross-cultural knowledge sharing and to help them understand wider business contexts. The company provides diverse training programs including in-house training on leadership and soft skills, company-sponsored conferences and technical training programs, 24/7/365 available online training platforms and niche skill training on emerging technologies. Not only do they get to work on products that make a difference in people\'s lives and solve real pain points, they work with the latest tools for developing applications on desktops, mobile devices and IoT platforms. Employees work with confident leaders who change the way both consumers and small businesses experience technology.
\"I like working here, as this place is a perfect blend of technology and people,\" Ashish Singh, a Support.com employee since 2008, proudly proclaims, \"On one hand I get to work on the latest technology, and on the other I do it with really great people. While looking for a job change, I had certain expectations about my new work place, and Support.com has not just met my expectations, it has exceeded them! Working with advanced technologies is really fulfilling for a person like me who always wants to learn more and more. This dynamism is one reason (apart from great people) which has glued me to this company for this long\".
Happy People, Thus Happy Customers
\"The quality of work and the well-being of our employees both play a vital role when it comes to career development,\" says Srinidhi Shetty from the HR team. \"Support.com strives to be an innovative workplace, focused on maintaining a healthy balance between work and leisure with fun activities including weekly lunches, movie time, Zumba session, TT Tournaments, and family outings, to name a few\". Along with flexible working hours and work-from-home options, Support.com also has a subsidized cab program to encourage a stress-free commute for its employees. In addition to providing an attractive compensation package, equal opportunities for professional advancement and awards for outstanding efforts, employees at Support.com can also enjoy other benefits like medical, accident and life insurance and broadband reimbursement, among others.
Strongly believing that employee engagement should be extended to family members and prospective employees, Support.com has corporate partnership with hospitals, restaurants and spas that allow employees and their dependents to utilize exciting offers and discounts. Support.com also sends out great goodies to celebrate occasions like weddings, births, and also to welcome a newcomer to the team. Prithviraj Thakor from the QA Team, a recent addition to the Support.com family, says, \"A yummy cake with beautiful bouquet was delivered to my home! And there was a very warm welcome from my new colleagues with lots of chocolates on my first day. The best work culture, the best talent, very good and approachable management, not to mention the incredibly friendly HR department and interesting recreational activities. Support.com is a company which will give you a path where you can rapidly grow in your career\". Nothing excites Support.com employees more than seeing their work getting used day in and day out to solve real problems.
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