Supportsoft has been Teaching Computers to Fix Themselves for a Long Time.

Supportsoft is the first company to teach computers to repair themselves. After ten years, it now helps over 55 million desktops worldwide do the same thing—only better. Despite the rapid advances in computer technology, it continues to find better ways to ensure problems are fixed.

The business footprint includes solutions:

• For Enterprises - make it simpler for computer problems to fix themselves and take some heat off your help desk in the process.

• For IT Outsourcers - help your support staff decrease average handle time, assist multiple users smoothly, and feel like heroes.

• DSL Providers - reduce the cost of service delivery and bring in new revenue with personalized up sell offers that subscribers can’t resist.

• Cable Providers - cut support costs and increase average revenue per subscriber and make those customers more loyal through targeted, value-added services.

The enterprise products have three intuitive services built on one platform. And they’re all very flexible, so you can start with one and add on when you’re ready.

1. Proactive Service - prevents problems from happening, eliminating frustration and wasted time. It automatically repairs computer issues before anyone realizes something is wrong. The solution portfolio can:

   • Resolves common issues automatically and keeps your employees working without interruption.

   • Saves you tons of money and uses help desk resources more efficiently by freeing them from mundane support tasks.

   • Improves the quality of your support service by making small issues invisible.

   • Identifies vulnerabilities and applies targeted patches proactively.

   • Makes sure your employees are never without help by providing a bridge to an advanced support channel if necessary

2. Self-Service - empowers users to correct problems before contacting their help desk. Our powerful technology analyzes issues and provides remedies that are easy for users to apply on their own.  The solution portfolio can:

   • Helps employees fix their own problems and get back to work quickly.

   • Reduces the burden on your help desk.

   • Offers personalized support that ensures employees get what they need, like text-based content, tutorials, and “1-click fixes” with “tell me” or “show me” options.

   • Seamlessly transfers problem data to Assisted Service when more support is required.

   • Keep tabs on every transaction, even self-service issues, so you are prepared for future situations.

3. Assisted Service - connects users to your help desk for remote diagnosis and repair through real-time tools like chat and remote control to fix problems without requiring an on-site visit.  The solution portfolio can:

   • Improves your key help desk metrics: reduce call handling time / improve total time to resolution

   • Boosts employee satisfaction through speedy tech support.

   • Reduces expensive desk-side or on-site visits.

   • Ensures no lost interactions by smoothly transitioning from self- to assisted service.

   • Eliminates costly one-on-one support and turns your agents into multi-taskers.

   • Reserves high-cost help desk resources for complex issues, while other channels handle routine tasks.

   •  Integrates smoothly with popular call-tracking software.

For Broadband Service Providers, the solution will help the organization easily deliver value-added services that will increase ARPU and drive new revenue without a lot of overhead cost for your business.

• Acquire & Activate - get subscribers up and running in less time, for less cost by helping them do it themselves.  The solution portfolio can:

  • Achieve Zero-Touch Activation with our do-it-yourself self-activation process. It’s quick and convenient for subscribers and requires almost no labor or cost for you.

  • Seamlessly configure and support several broadband devices and capabilities without rolling truck.

  • Deliver multi-play service without high-cost, high-touch management.

  • Provide consistent service to all customers, using automated processes.

  • Slash operating costs by avoiding site visits and reducing service calls.

  • Make customer acquisition more affordable.

  • Increase ARPU by introducing new products and services that are cost-effective to deliver. 

• Manage - keep subscribers connected and satisfied with fewer site visits and fewer calls to your service desk.  The solution portfolio can:

  • Web-based multi-session chat lets agents assist up to four end users at a time—a valuable productivity multiplier for high-volume help desks.

  • Web-based remote control gives support staff virtual control of the subscriber’s system so they can quickly find and fix the problem without sending a field technician.

  • Advanced diagnostics and remediation tools - give support staff real-time decision making data so they can quickly diagnose the issue. This big step forward in remote remediation is what allows the help desk to be so effecti

• Monetize - increase ARPU and generate new revenue with targeted value-added services that are easy and inexpensive to deliver.  The solution portfolio can:

  • Maximize conversion and adoption rates without spending tons on marketing campaigns.

  • Generate incremental revenue with highly targeted, customized offers.

  • Recognize revenue right away with shopping cart and instant billing integration.

  • Simplify fulfillment from a cost and labor standpoint.

  • Eliminate calls to the help desk for routine installations.

  • Make it convenient for subscribers to get up and running with new capabilities.