"tech support" articles

It had been awhile since I talked to the folks at Bomgar , a company that specializes in "appliance-based software for virtual support." However, I got caught up with them on Monday and got an interesting update. When you look at enterprise or consumer-based PC and other technology support services, companies such as iYogi and PlumChoice (I'm mentioning them because they use Bomgar's solution to establish remote desktop control of PCs), there are a number of options...

It's a very dynamic remote support market, indeed. PC Clean Machine has a distribution deal with Amazon.com, where a year's subscription to the Personal PC Concierge Service is available for $119.99 (it's usually a $200 yearly subscription). Thanks, also to the folks at CrossLoop , who saw the blog and commented. Interesting statistic about the growth of their business. Mrinal Desai, the company's co-founder and VP of sales and business development, says that they have one million...

AT&T announced the launch of ConnectTech last Thursday. This support service will offer the following services: Custom installation of home theater and TV equipment. Flat-panel TV wall mounting and home video installation. Wall-mount speaker installation. New PC or Apple® computer installation and the startup of a home desktop or notebook, including e-mail, security configuration and device networking. PC repair service, including parts...

Wow - what an active week for support-related articles. Just when you count on Best Buy being able to fend off the Wal-Marts of the world by deploying a battalion of Geeks to customer homes, Wal-Mart is apparently not going to sit idle. TWICE Magazine reports that the retailer will open "Solution Stations" in 15 Dallas-area stores. The support services - which will be managed by Dell - will include HDTV and home theater installation, computer repair, wireless solutions and...

Okay, we have an official home networking customer support trifecta for July 23, 2008: a home networking support story (Cisco buys Pure Networks), a service provider support story (Comcast struggles with support), and now the retail angle (Best Buy vs. Circuit City) in today's USA TODAY . Costco, Sam's Club, and Wal-Mart, etc. are becoming a more important channel for electronics sales, Our own research from The Changing Consumer Electronics Purchase Process indicates that - among...

After posting the news about Cisco's acquisition of Pure Networks, The Washington Post's daily update dropped into my e-mail inbox, with the following headline : Call the Cable Guy. Again. As Comcast Grows, Service Problems Dog Customers The article focuses on complaints that Comcast's investments in improving customer service have not come as rapidly as the growth it's enjoyed in deploying broadband, television, and bundled services to its customers. This was...

First, Cisco acquired Ashley-Laurent to strengthen its residential gateway management software capabilities. Then, they acquired WebEx, and are using some of its features for remote customer support applications. Today, the company announced that it was acquiring Seattle-based Pure Networks, a company that has developed home networking management and software tools. It looks like Cisco is playing its cards to develop a complete end-to-end digital home support portfolio. I wonder who's...

... White paper encourages service providers to use remote and automated digital home customer support solutions for cost savings and as tools to drive new services revenue. Broadband service providers will benefit significantly from the deployment of premium technical support services that not only contribute to cost savings but allow them to use analytics to better target additional value-added services revenue, a new white paper from Parks Associates reports. Parks Associates ,...