Support.com, the leading provider of support automation software, today announced a new product offering which provides its patented support technology for mobile devices. The Support.com Mobile Support Solution extends the capabilities of the Support.com Resolution Suite, enabling enterprises to provide fast, effective and automated on-line support to their customers, partners, and employees who use mobile and wireless devices. This new offering translates into business cost savings and more satisfied customers.
The Support.com Mobile Support Solution provides customers and support providers with a support experience that is context-sensitive and information rich. It does this in three ways. First, it provides customers with self-service answers to application usage and business process questions based on the specific context of their problem. Second, if the customer requires assisted service, the solution can leverage context-sensitive information captured from the system to connect them to the appropriate support provider and furnish the support provider with information that they would normally need to gather manually. Finally, the solution provides automated diagnostics and resolutions to common technical problems, including the frequent difficulty of synchronizing mobile devices with PC applications.
"The rapid adoption of handheld devices by employees and customers has been both a boon and a cause of concern for corporate enterprises," said Radha Basu, CEO of Support.com. "While these devices can boost user productivity, they also can contribute to frustration and rising support costs when they don't work as expected. By extending our comprehensive support automation software to include handheld device support, we are addressing emerging customer needs and can help enterprises achieve an even higher ROI on their investment in our solution."
Support.com's support automation software provides users with different levels of support depending upon whether the device is connected via the wireless Internet, in a fully disconnected mode, or tethered to a personal computer. In the tethered mode, the solution supports devices that connect to Windows-based operating systems, by using Support.com's SmartIssue(TM) technology as a shared reference point between the personal computer and the device to facilitate common problem identification and resolution.
The Support.com Mobile Support Solution is currently available for devices utilizing the Palm OS. Support for other platforms, including Microsoft Pocket PC and RIM Wireless Handhelds, is expected to be available later this year.
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