New partnership brings turnkey customer support to dealers, manufacturers

Sunnyvale, CA — September 4, 2019 8:45 a.m. ET — Support.com, Inc. (NASDAQ: SPRT), the full-spectrum leader in technical support solutions for businesses and consumers, andInstallerNet, an industry leader in delivering professional installation service solutions for the connected home and automobile, today announced the launch of a new end-to-end program designed to help companies deliver a better customer experience by getting the most out of their IoT devices both in the home and on the road.

As connected devices continue to proliferate, managing the consumer lifecycle with a full range of customer installation and technical support services has become a critical requirement for companies that market directly or indirectly in the connected home or automotive space, including OEMs, dealerships, retailers and insurance and utility companies.

Support.com and InstallerNet have created a fully integrated, single support solution that includes a professional network of installers, U.S.-based contact center agents and a comprehensive library of self-support tools. The new unified offering was developed to help companies struggling to meet customers’ soaring expectations for better service in the face of mounting frustrations with consumer technology. The combined solution includes phone or chat access to live agents, in-home setup and installation, live agent ‘virtual house calls’ and diagnostic step-by-step guides. This unique solution helps consumers with pre-sales questions, installation and issue resolution, as well as with learning and setting up new features, enabling them to get the most out of their technology at home or in the car, and supports business clients looking to protect their brand, improve business efficiency and build customer loyalty. 

Today consumers spend an average of two and a half hours between self-help and customer support and speak with three different people to resolve a connected device issue, resulting in more than 20% of connected devices being returned for refund. Interoperability issues remain a significant hurdle to connected device adoption. With today’s announcement from Support.com and InstallerNet, companies across industries such as smart home/IoT, automotive, insurance and retail can provide customers with a highly effective, holistic customer support and installation solution that solves interoperability issues. The joint program gives businesses confidence that their customer experiences are managed with a single point of contact to answer any product questions and troubleshoot problems, ensuring early success, increased satisfaction and reduced product returns. 

“Consumers are desperate for professional installation and set-up to ensure it’s working from the start, easy-to-find and follow self-support tools and seamless access to friendly agents for when they need help along the way. Together with InstallerNet, we’re giving companies a way to manage and re-energize the customer experience with integrated tools that solve these problems,” says Rick Bloom, CEO of Support.com. “Partnering with InstallerNet allows us to offer our customers in-home installation services for the first time to expand the breadth of our offering across the entire customer journey. Together, we provide a best-in-class, full-service customer offering.”

“Our network of professional installers ensures that products work together the way they are supposed to. By demonstrating the products before leaving, customers experience early satisfaction with a deeper understanding. Through our Support.com partnership and platform integration, IoT device stakeholders have a single, cost-effective offering to support any distribution channel,” explains InstallerNet CEO, Tony Frangiosa.