SOURCE: SupportSoft, Inc.

SupportSoft, Inc.

February 23, 2009 08:03 ET

SupportSoft Introduces Dynamic Agent for Enhancing Customer Support and Value-Added Services Delivery

Software Expands Proactive Support With "1-Click Fixes" and Opens New Channel for Deploying Revenue-Generating, Sticky Services

REDWOOD CITY, CA--(Marketwire - February 23, 2009) - SupportSoft, Inc. (NASDAQ: SPRT), a provider of software and services that make technology work, today announced the release of its next-generation Dynamic Agent, a software solution that makes it simple for enterprises and service providers to automatically resolve customers' routine tech problems, as well as deploy enhanced services.

In today's competitive environment, delivering value-added services is arguably the most effective way organizations can differentiate their offerings and generate new revenue. SupportSoft Dynamic Agent, a desktop-resident portal, uniquely enables organizations to extend customer support in order to offer additional products, when the time is right.

The solution can provide "point-of-pain services" in the form of "1-click fixes" that let organizations provide just-in-time support and help customers resolve their own issues. Further, by building on their automated support platform, organizations can now create a new and convenient marketing channel to orchestrate new methods of driving revenue. With real-time access to the customer's context and system configuration, personalized and timely offers can be presented -- for example, renewals at or before warranty or subscription expiration; additional data storage upon or before reaching storage capacity; or the latest bandwidth enhancement during periods of high usage.

Dynamic Agent gives support and marketing organizations an unprecedented ability to understand and respond to customer needs. They can provide more valuable and cost-effective support by offering self-help troubleshooting and proactive repair tools. From a marketing perspective, organizations can drive more traffic to their web site and extend brand presence to the desktop. And with one practical tool to manage all services, a consistent and satisfying user experience can be provided.

Key features in SupportSoft Dynamic Agent include:

--  Unprecedented targeting and authoring capabilities: Continuously
    gather user, system and activity data and leverage to create highly visible
    and timely offers; easily create personalized content for specific
    customers or scale it for larger groups, and make changes anytime; set up
    triggers and automated content to provide real-time support or promotional
    offers to customers right as they need it.
    
--  In-depth reporting tools: Capture and analyze navigation data and
    customer demographics to build better, more customized offers; track
    effectiveness of marketing messages and content based on subscriber usage;
    easily generate reports that provide rich information and help determine
    return on investment.
    
--  Do-it-yourself tech support: Provide auto remediation of common
    problems so users don't have to call the help desk; establish real-time
    triggers and alerts that enable just-in-time support; give customers simple
    "1-click fixes" so they can resolve their own issues with user-friendly
    "show me," "tell me," or "just do it for me" content.
    
--  User-friendly web interface: Brand the organization's services
    interface so it's familiar and convenient for customers; provide easy
    access to other value-added services through one integrated portal.
    

"Our extensive experience has shown us that customers prefer to have tech support capabilities delivered directly to their PCs and applied at the right time automatically," said Michael Sayer, GM & EVP Enterprise Solutions Group at SupportSoft. "With Dynamic Agent, we go even further by enabling organizations to leverage the automated support framework as a new channel for value-added service delivery and revenue-generation."

SupportSoft Dynamic Agent is now generally available as an on-premise or software-as-a-service (SaaS) solution.

About SupportSoft

SupportSoft (NASDAQ: SPRT) provides software and services that make technology work. The Company's solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies reaching 50 million users worldwide. The Company also provides Instant Technology Relief® to consumers and small businesses through a series of channel partners and www.support.com. For more information about the Company and its enterprise offerings, visit http://www.supportsoft.com; for Instant Technology Relief from consumer and small business technology problems, visit www.support.com.

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