[April 11, 2001]

Support.com Accelerates Broadband Deployment For ISPs Supporting The Mac OS

Support.com, Inc., a provider of support infrastructure software, announced the expansion of its Internet Service Provider (ISP) e-support solutions to the Macintosh platform. Designed to help ISPs accelerate broadband deployment and improve customer service, Support.com's ISP technologies now offer both PC and Macintosh customers a support solution for their specific needs. 

Support.com's new SmartQualify and SmartVerify products for Macintosh are designed to quickly allow ISPs to remotely query the systems of Macintosh users to determine if their systems meet the minimum requirements for broadband installation and, once installed, verify if they have a successful connection. Typically this process is slow and expensive for ISPs, since a trained technician has traditionally needed to visit the subscriber's household. Using Support.com's solution, broadband installation is streamlined, servicing costs are reduced, and subscribers get connected faster and with less frustration. Support.com's Macintosh offerings are intended for the Mac OS version 8x and 9x platforms.

"With an average of 10% of a broadband provider's customer base using Macintosh it is essential that all users are provided with a comparable level of service at installation, regardless of computer brand," said Bruce Mowery, senior vice president of marketing at Support.com. "We are committed to providing comprehensive support infrastructure that quickly and effectively responds to subscribers' support demands, as well as strategically differentiates the service offerings of ISPs. With the expansion of our service to Macintosh users we are fulfilling this promise."

Beyond accelerated installation, ISPs deploying Support.com's complete support infrastructure software for Windows can also benefit by providing customer self-service to fully assisted support, enabling them to efficiently scale their businesses to meet subscribers' ongoing support demands. This can help increase customer satisfaction and reduce subscriber churn.

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