People who work for large corporations have long relied on company tech support to get them through computer snafus and service issues. But what about individuals, small businesses, contractors and others who are responsible for their own computer equipment? Support.com is bringing large-scale tech support to the small scale.
Launched by SupportSoft, an outfit that has provided tech support services to large service providers and Fortune 100 companies for nearly a decade, Support.com offers these services directly to consumers for just a fraction of what they might pay for computer repair services elsewhere. All services range from USD 29 to 99 and include data back-up, spyware detection and removal, system tune-up, and training and troubleshooting for printers, digital cameras and other equipment. Unlike similar ventures, customers aren’t charged a monthly ‘subscription’ fee. Most repairs can be done over the phone or online via a secure web server. And if a problem isn't resolved to a customer's satisfaction, a full refund is available.
When customers contact Support.com either through the website or toll-free number, they connect with specially trained experts based in Syracuse, New York—not to customer service representatives. “Our Solutions Engineers don't just know computers; they are experienced in home networking, high-speed data services and popular gadgets from MP3 players to smart phones and personal digital assistants.” With more and more people telecommuting, starting small businesses, and networking home computers for personal or professional pursuits, catering to home office needs could be big business for entrepreneurs who can bring big business solutions directly to consumers. One to start up locally!
Website: www.support.com
Contact: customersupport@support.com
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What a great idea, especially if the people on the end of the 'phone really know what they are talking about. Awesome.
Mark Bowness
Great idea if you have another source of contact either online or phone, but just imagine your cell is dead for any reason and the network failed - what is the actual comp problem you want to solve ;] Nothing else like invite a technican by a payed phone, who will help.
There is a good problem you are trying to solve and there is an economic gain. The only set back i see would be, how you would train your work force in every kind of techincal issues.
1. You have to make an extensive list Q&As.
2. You should take care of turnover ratio (attrition). So, you kinda have to make sure the extensive list is good enough for anyone to pick it up in no time.
Data Mining is key, but it is a brilliant idea.
Another great tech support service along these lines is YourTechOnline.com.
With YourTech you don’t have to make an appointment & can get help on a moments notice any hour of the day! YourTechOnline is available 24/7, you simply contact them online (via their website) or call them up & you’re instantly connected to a computer technician who will fix your computer right before your eyes! There’s no following instructions, getting passed around from tech support rep to tech support rep, scheduling headaches…It’s so easy and at your convenience, you can do it all from your hotel room! This is the way tech support should be.
We utilize Support.com all the time to solve our printer, network, computer IT-related issues. Recently, they helped us trouble shoot a number of server issues that were impacting our site (http://www.concordsupplies.com). They also provide support for a number of other technology products.
I can see a business like this being a big hit. Not least because the techies who are constantly being pressed into providing free 24-hour computer support for friends and relatives will have a number that they can pass on: "I'm sorry, I'm way too busy to help you right now, but I can recommend these people!" If Support.com can build up a reputation amongst IT professionals, they will have a never-ending stream of business through these referrals!
Lisa | June 12, 2007 9:56 AM