• October 19, 2015

Support.com Introduces Nexus Self-Support

Support.com, makers of cloud-based Nexus software for support interaction optimization (SIO) and a provider of tech support and turnkey support center services, today launched Nexus Self-Support cloud application. Nexus Self-Support allows software, IoT, device, and other technology manufacturers to embed access to customer self-service in their mobile apps, Web sites, and software programs.

Nexus Self-Support is an embeddable solution that allows end users access to support as part of the product experience rather than as a separate process. It relies on Nexus Guided Paths technology to speed up and optimize self-service interactions. uses contextual information to reduce customer effort, and harnesses analytics across all support interactions to continuously improve the customer experience.

Nexus Self-Support helps product and support teams guide users through the installation, configuration, use, troubleshooting, and upgrading of technology products. Nexus Self-Support also works with the Nexus cloud application for agents (now called Nexus Agent Support) to help self-service customers escalate to live professional support when needed. The representative receives a full data record of the steps already taken during the customer's self-service attempts.

Demonstrating the need for this product strategy and development, a recent Support.com proprietary survey of more than 1,000 U.S. consumers found that 49.6 percent of connected consumers prefer a self-service approach when addressing product issues post-purchase. That figure rises to 60.2 percent among consumers aged 18-29. Additionally, 32 percent said they want the flexibility of both self-service support and access to live customer representatives when necessary.

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