Release Notes for 09/29/2016 (53)




Self-Support: Optimize Your Customer Self-Service with the New SDK

At Support.com, we’re committed to continuously improving your customer self-service experience. Seamless escalations from self-service to live assistance reflect your agent hours of operation on iOS, Android, and on the web. And there’s more documentation than ever on the developer website to help you get up and running – fast. Developers can easily access sample projects from Github, and provide fine-grained customization that aligns with your own unique branding. Plus, even if your customer’s mobile carrier or device doesn’t support simultaneous voice and data connections during a service interaction, your customer receives a message to connect to Wi-Fi for an interrupted support experience.


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Designer: Easier Navigation as Visual Designer Gets a Facelift


The full functionality of our Guided Paths Designer is now entirely available in the brand new Visual Designer. Create and edit paths quickly with a user-friendly, full-screen view that allows you to add and delete steps until your paths are perfect. Drag and drop is also more intuitive, with automatic linking arrows that appear, to visually represent even the most complex logic-based service intelligence. 




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SeeSupport: Faster, More Effortless Resolution with SeeSupport


Customers love seeing agent annotations on their mobile device screen, as they capture a view of their physical environment from the camera of their smartphone or tablet, and follow agent-initiated whiteboarding instructions that point them in the right direction. Now, annotations have customization features that allow for enhanced visibility and communication. There’s no better time to get started with SeeSupport, a 2016 TMC Communications Solutions Products of the Year!





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Designer: Quicker Deployment with Import and Export of Guided Paths


When you’re migrating from your sandbox environment into your production tenant, we’ve upped the ante on the functionality of Guided Paths, with easier mobility for quicker deployment and scalability. Admin users can simply access Guided Paths, import them as a draft, re-categorize, and make them available in a brand new tenant – no re-creation necessary. 


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Interaction Analytics: Enhanced Insights with Data Export


Support.com Cloud Interaction Analytics helps you to slice and dice extensive amounts of your customer service data, but if you want to do more, like merge it with data from your backend systems, now you can. Analytics users can export data from whatever time frame they want in a .csv file format through the API. More updates and functionality are forthcoming in the next release!


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