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Support.com Launches Nexus SupportCam Remote Video Support Service
The SupportCam app lets customers share real-time video and pictures with tech support agents.
Posted Apr 28, 2015
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Support.com, today launched SupportCam, a remote video support capability available within Nexus.

SupportCam allows tech support representatives to see exactly what a caller is looking at using the camera on the customer's Apple or Android smartphone or tablet. SupportCam works on any contact center agent's computer running Mac OS or Microsoft Windows. It runs on Internet Explorer, Firefox, Chrome, and Safari Web browsers.

SupportCam streamlines the problem resolution process and is built right into Nexus, the flagship Support.com cloud-based software solution that functions like GPS for support agents.  SupportCam works seamlessly with Nexus Guided Paths, which provide expert guidance to support representatives during live customer interactions.

Guided Paths also capture data on usage of SupportCam, providing analytical insights to support center managers on when and for how long SupportCam was used, and in which types of support issues. This allows Nexus users to continually optimize the support process. SupportCam can also record the interaction for later review of the support session for coaching and training.

"SupportCam extends the agents' ability to troubleshoot and fix issues by letting them see anything the customer points his phone or tablet camera at: offline products, ports on a hub, wiring on the back of a television, or indicator lights on a connected device," said Sampath Gomatam, senior vice president of product at Support.com, in a statement. "This is especially important in the age of the connected home.

"This solution dramatically decreases the overall load on the support function, and greatly reduces frustration, enabling increased customer satisfaction, loyalty and repeat purchases," concluded Gomatam.


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