Assurant Group Partners with SupportSoft for Automated Customer Service

August 4, 2003

SupportSoft Inc. announced that Assurant Group has purchased the Company’s software to support customers benefiting from Assurant’s extended service contracts. Assurant is a global provider of risk management programs, including extended service contracts for consumer electronics and appliances. Assurant services the product support needs of hundreds of thousands of consumers through a network of office supply and consumer electronics retailers across North America.

Assurant intends to use SupportSoft’s solution to provide automated service and support to consumers who have purchased extended service contracts for numerous brands of personal computers, printers and multi-function copy/fax machines. SupportSoft’s Web-based software allows a customer service representative to remotely access and diagnose a problem with a user’s computing system, easily pinpoint the root cause and then quickly resolve the problem.

“Our business is to enable our retail business partners to differentiate themselves by providing more comprehensive service programs for the products they market to their customers. We chose SupportSoft’s solution because it was the only service and support platform that allows us to provide the breadth of service we demand,” said Frank Ferrara, vice president, ESC marketing and business development, for Assurant Group. “With our new SupportSoft-based service we believe we can shorten the time to serve customers who purchase PCs, increase their satisfaction levels and lower our costs to provide this service.”

Using SupportSoft’s solution, customer service representatives (CSRs) can remotely and automatically configure a customer’s personal computer, eliminating the need for walking the customer through complicated steps to problem resolution via the telephone. This solution also allows CSRs to push answers via the Internet to customer questions, as well as deliver automated solutions to problems in the form of a “one-click-fix”. As a result, service representatives can respond to both technical and “how to” questions more effectively. Compared to traditional handling of technical support on the telephone without the benefit of service automation, SupportSoft’s solution can provide a more user-friendly experience for the customer receiving support, as well as a more efficient way for customer service representatives to solve a customer’s problem.

Topics Mergers Customer Experience

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