Profile: Support.com Inc (SPRT.O)
29 Aug 2014
Support.com, Inc. (Support.com), incorporated on December 3, 1997, provides cloud-based services and software that power technology support programs and technical support organizations. The Company’s technology support programs help brands create new revenue streams and customer relationships. The Company’s services and software are marketed to channel partners, including communications providers, retailers, technology companies and others. Support.com also offers a range of software products designed to maintain, optimize and secure computers and mobile devices.
The Company’s Nexus service delivery platform (Nexus platform) includes a workspace for support agents that combines remote support, guided and automated workflow, chat, telephony, ticketing and order taking; real-time monitoring for supervisors; a desktop client and subscriber portal; foundation services, and business analytics and reporting. Nexus foundation services include marketing modules for recommending services, managing customer profiles, and messaging subscribers; commerce modules for payment card industry (PCI) compliant payment processing; entitlement modules for subscription management, service definitions, and software licensing; and operations modules for skills-based routing and work order management. The Nexus platform provides business analytics and reporting for program performance, marketing activities, subscription usage and churn, service delivery quality, service level management and customer satisfaction. The Nexus platform integrates with other systems via Web services interfaces. Its end user software products include tools and apps designed to address technology issues, including computer maintenance, optimization and security.
Technology Service Programs
The Company’s programs are based on core services, such as device set-up, device repair, network services, online data backup with cloud data access, onsite service and small business services. The Company offers a variety of installation and set-up services. Its set-up and configuration services complete the basic setup and configuration steps for new computers, peripherals and mobile devices. It creates new user accounts, configure automatic system updates, remove unnecessary trial software, connect devices to the cloud, find and install applications and synchronize data between devices. Its protection and performance services install, update and configure anti-malware software and operating system settings to enhance digital security, and can also install and configure parental controls and create user profiles that restrict Internet and application access.
Its repair services assist consumers with a range of technology problems. It identifies, diagnoses and repairs technical problems, including issues associated with viruses, spyware, and other forms of malware, connectivity issues, and issues with software applications. Its network services set up, secure and repair problems with wireless networks. It configures, connects and establishes secure connections between computers, the wireless network and supported devices. In addition, it diagnoses and repairs problems customers have with existing wireless networks. Its online data backup offering provides continuous backup to the cloud for documents, pictures, video and other key personal or business data. Its offering includes licensed software that provides the ability to share and stream data to social or business networks in real-time from any of these Web-connected devices.
The Company provides services at the customer’s home or business when necessary. It provides these services through partnerships with networks of field service technicians. It provides continuity between remote and onsite services through integration of its Nexus platform with platforms used by these field service networks. In addition to the remote support services available for consumers, it also provides server and network monitoring and management, cloud services such as hosted email and virtual desktops, and business-class data backup and disaster recovery.
Nexus Service Delivery Platform
The Nexus platform is a suite of cloud-based (hosted) applications, foundation services and business analytics that enable remote and onsite technology services. The Nexus platform includes cloud-based TCEM capabilities, such as tech applications that guide workflow and automate solutions to technical problems, a workspace that combines remote support, chat, telephony, ticketing and order taking and eliminates the need to switch between multiple applications, and a supervisor dashboard that enables real-time monitoring; customer applications that drive sales via a health check app, provide a seamless experience for subscribers through a desktop client, a subscriber portal and electronic cart (e-cart) for online sales, and optimize and secure computers and mobile devices; foundation services for building technology service programs, including marketing modules that provide a recommendation engine, customer profiles, and subscriber messaging, commerce modules including PCI compliant payment processing and a flexible promotion engine; entitlement modules, including subscription management, service definitions, and software licensing, and logistics modules including skill-based routing and work order management; business analytics and reporting that provide insight into program performance, marketing results, subscription usage and churn, service delivery quality and compliance, service level management and customer satisfaction, and Web services interfaces that enable a integrated partner ecosystem, with pre-built integrations to key technology partners for onsite and depot services, small business cloud services, warranty offerings and online backup. Web services interfaces are also included for real-time integration to existing systems, such as electronic commerce (e-commerce), billing, customer relationship management (CRM), point-of-sale and others.
End User Software Products
The Company’s end user software products are designed to maintain, optimize and secure computers and mobile devices. Certain software products are licensed on a perpetual basis while others are offered on a subscription basis. The Company’s principal software products include products designed for malware protection and removal, personal computer (PC) maintenance and optimization, PC registry cleaning and repair and smart phone / tablet maintenance and optimization. The Company’s SUPERAntiSpyware software includes its advanced anti-malware technology that protects PCs against spyware, adware, Trojans, dialers, worms, keyloggers, hijackers, parasites, rootkits, rogue security products and many other types of threats and malware. It also includes a real-time engine that detects and removes malware present on a PC. It is designed to work in conjunction with other computer security products, such as anti-virus software.
The Company’s Cosmos software is designed to maintain and optimize the performance of PCs. Cosmos includes modules designed for hard drive maintenance, memory optimization, data security, privacy protection, system cleaning, registry repair, file recovery, startup management, and other common maintenance and optimization tasks. Cosmos also runs on Windows 8-based tablet computers. The Company’s ARO software is designed to improve PC performance. ARO repairs errors in the registry database of Windows-based computers and removes unnecessary files. ARO also performs a baseline security scan to confirm the PC has up-to-date security software. Its ARO software is designed to improve PC performance. ARO repairs errors in the registry database of Windows-based computers and removes unnecessary files. ARO also performs a baseline security scan to confirm the PC has up-to-date security software. It also offers products designed for hard drive maintenance and memory management and optimization.
REDWOOD CITY CA 94063