Support.com

Support.com, Inc. is a technical support company for businesses and consumers. It is headquartered in Wilmington, Delaware with administrative office in Sunnyvale, California. The company's services are performed on Windows, macOS, iOS, and Android, supporting connected and smart devices. These services are performed by the company's remote, full-time workforce based mainly in the U.S.[1]

Support.com, Inc.
TypePublic
NASDAQ: SPRT
Russell Microcap Index component
IndustryServices, Tech Support, Help Desk, Online tech support
Founded1997
FoundersMark Pincus, Scott Dale, Cadir Lee
Headquarters
Wilmington, Delaware
Sunnyvale, California
,
USA
Key people
Lance Rosenzweig
(President & CEO)
ProductsTechSolutions, Nexus/Cloud, SUPERAntiSpyware, RightHandIT
Websitewww.support.com

Support.com owns SUPERAntiSpyware, headquartered in Eugene, Oregon, which offers anti-malware software. The company also owns RightHand IT, headquartered in Louisville, Colorado, which provides managed IT services for small businesses.

History

Formation, IPO, and name changes

In September 1997, Mark Pincus, Scott Dale, and Cadir Lee launched Replicase Inc., a software company in Redwood City, California.[2][3][4] SoftBank invested $2.5 million in the company.[2] In October 1998, Replicase was renamed Tioga Systems, Inc., coinciding with the relocation of the corporate headquarters to Palo Alto, California.[5] The company's focus moved to self-healing software, the idea that Windows applications could automatically fix any problems they encountered.[6] In December 1999, the company changed its corporate name to Support.com, then headquartered in Redwood City.[7][8] Its focus shifted to providing support software for enterprise companies.[9]

The company went public with an IPO on July 19, 2000, backed by Credit Suisse First Boston.[10][11][12]

On March 28, 2002, Support.com was renamed SupportSoft, Inc.[4][13] On June 23, 2009, the enterprise technology of SupportSoft was acquired by Consona Corporation,[9] and the company name was changed back to Support.com.[14]

During the COVID-19 pandemic, Support.com announced a free month of tech support to support consumers working or learning from home.[15] In March 2020, the company hired over 100 additional remote customer support agents to keep up with a higher demand for their services, bringing their total number of employees to 1,200,[16][17] and stated that it planned on hiring an "unlimited number of remote support agent roles to support demand for virtual call centers and remote tech support."[18]

Executive history

In August 1999, Radha Basu, coming from Hewlett-Packard, was appointed president and CEO, with Pincus moving to chairman.[19][20] With the appointment, Basu became one of the few female Indian CEOs in the US.[21] Pincus remained with the company until 2003, when he left to start Tribe Networks.[4] In April 2006, Basu stepped down,[21] and Josh Pickus was named CEO, coming from CA Technologies. He aimed to bring the business back to profitability by focusing on direct customer support, as opposed to primarily licensing software to large service providers.[22] On April 1, 2014, Pickus resigned from his position as president and CEO.[23] In May 2014, Elizabeth Cholawsky, formerly of Citrix Systems, was announced as Support.com's new CEO.[24] In October 2016, Richard Bloom was appointed interim president and CEO, with the interim tag later being removed.[25] On August 10, 2020, Support.com announced that Lance Rosenzweig would succeed Bloom as president and CEO.[26]

Products and services
  • TechSolutions - direct-to-consumer tech support for connected devices with help from live tech support agents via phone, chat, or virtual house calls; includes Support.com Guided Paths, free self-support tools
  • Virtual call center services and remote IT Help desk support - outsourced technical support services including remote call center operations and software platform to enable remote call center teams
  • Nexus - cloud-based software for support interaction optimization[27]
  • Small business tech support services - RightHand IT and remote tech support for small business
  • SUPERAntiSpyware - anti-malware software[28]

In October 2013, Support.com announced the latest version of its Nexus Service Delivery Platform, which included expanded service for mobile devices and real-time analytics.[29] In July 2014, Support.com released SUPERAntiSpyware 6.0, its anti-malware software.[28] Its TechSolutions consumer tech support was announced in October 2019.[30]

Acquisitions, customers, and partnerships

Support.com acquired Core Networks in 2004; YourTechOnline in 2008; and Sammsoft in 2009.[31] In 2011, the company acquired SUPERAntiSpyware.[32] In 2012, the company acquired RightHand IT.[31]

The company's customers have included Zendesk, Upclick, SiOnyx, Cox Communications and Comcast.[33][34][35][36] The company has entered into partnerships with companies including InstallerNet, Office Depot, AOL, Staples, Sony, OnForce, and Absolute Software Corporation.[9][37] The company also launched a partnership with Target to provide tech support for Target's MyTGTtech solution.[38]

Litigations
See also: Criticism of AOL § AOL's Computer Checkup

On February 27, 2012, a class action lawsuit was filed against Support.com and AOL, claiming that their Computer Checkup software would offer to perform a free scan, purposely find problems that did not actually exist and then offer to sell software to remedy those problems. Both AOL and Support.com settled the claim on May 30, 2013, by offering a refund to consumers up to a total amount of $8.5 million.[39][40]

In December 2016, a complaint was filed against Support.com and Office Depot alleging their free PC Health Check Program used by Office Depot purposely misidentified malware symptoms, and that consumers were then encouraged to purchase repair services. In March 2019, Office Depot agreed to pay $25 million and Support.com agreed to pay $10 million to settle the complaint. Support.com suspended use of the PC Health Check Program in 2016.[41][42][43]

References
  1. "Remote companies value the skills veterans offer — and are seeking candidates right now". cnbc.com. Retrieved 14 November 2019.
  2. Gruner, Stephanie L (15 May 1998). "Start Up. Cash Out. Repeat". Inc. Retrieved 15 November 2016.
  3. "How Zynga grew from gaming outcast to $9 billion social game powerhouse". venturebeat.com. Retrieved 14 November 2019.
  4. Lester, David (2012). How They Started Digital. ISBN 9781780591612.
  5. "Company renamed Tioga Systems, Inc".
  6. "Tioga Updates Self-Healing Software". informationweek.com. Retrieved 14 November 2019.
  7. "Company renamed support.com, Inc".
  8. "Computer, Heal Thyself". forbes.com. Retrieved 14 November 2019.
  9. "Where social media's "It Boy" cut his teeth". fortune.com. Retrieved 14 November 2019.
  10. "Support.com soars in debut". cnet.
  11. "Ticker Talk". Los Angeles Times. July 20, 2000.
  12. "Support.com Surges in IPO; Argonaut Also Closes Higher". Wall Street Journal. Retrieved 14 November 2019.
  13. "Company renamed SupportSoft, Inc".
  14. "Company renamed Support.com, Inc".
  15. "Dozens of companies offering free Wi-Fi and other services to those working or studying from home". TechRepublic. March 17, 2020. Retrieved 22 April 2020.
  16. "Customer Calls to Companies Rise Amid Coronavirus, but Operators Aren't Standing By". Wall Street Journal. March 29, 2020. Retrieved 22 April 2020.
  17. "Pandemic could shift tech support industry to telecommuting". TechRepublic. March 27, 2020. Retrieved 22 April 2020.
  18. "The CEO of Support.com says he's ready to hire an 'unlimited' number of workers who were laid off amid the coronavirus crisis". Business Insider. March 25, 2020. Retrieved 22 April 2020.
  19. "Start-Up Tioga Poised for Growth; Wins Excite@Home Deal".
  20. "People In Business". sfgate.com. Retrieved 14 November 2019.
  21. "Insider Trading: An era is ending at SupportSoft". mercurynews.com. Retrieved 14 November 2019.
  22. "SupportSoft: Working with Dell, and betting its future on PC problems". fortune.com. Retrieved 14 November 2019.
  23. "Support.com CEO Josh Pickus to Step Down in April". support.com. Retrieved 14 November 2019.
  24. "Elizabeth Cholawsky will call the shots on this piece of the cloud". bizjournals.com. Retrieved 14 November 2019.
  25. "Support.com Names Rick Bloom Interim President and CEO". support.com. Retrieved 14 November 2019.
  26. "Support.com Announces CEO Transition". Barron's. Retrieved 14 August 2020.
  27. "Support.com Introduces Nexus Self-Support". destinationcrm.com. Retrieved 14 November 2019.
  28. "How useful is SUPERAntiSpyware's new System Investigator tool?". ghacks.net. Retrieved 14 November 2019.
  29. "Support.com Updates Its Nexus Service Delivery Platform". destinationcrm.com. Retrieved 14 November 2019.
  30. "Support.com Introduces TechSolutions, a Better Tech Support Experience from Start to Finish". support.com. Retrieved 14 November 2019.
  31. "Support.com - Sammsoft". startupranking.com. Retrieved 14 November 2019.
  32. "SUPERAntiSpyware". pcrisk.com. Retrieved 14 November 2019.
  33. "Support.com Cloud Agent Support Adopted by Upclick". contactcenterworld.com. Retrieved 14 November 2019.
  34. "Sionyx and Support.com Launch Innovative Support Experience". marketwatch.com. Retrieved 14 November 2019.
  35. "Support.com and InstallerNet Partner to Bring Integrated Customer Support Solutions to Manufacturers and Service Providers". twice.com. Retrieved 14 November 2019.
  36. "Support.com: Buy Before It's Too Late". seekingalpha.com. Retrieved 14 November 2019.
  37. "Staples Offers Tablet Setup and Security Service". risnews.com. Retrieved 14 November 2019.
  38. "Target Tech supports the following". targettechsupport.com. Retrieved 14 November 2019.
  39. Davis, Wendy (May 20, 2013). "AOL, Support.Com Settle Scareware Lawsuit For $8.5 Million". MediaPost. Retrieved October 7, 2014.
  40. "FINAL JUDGMENT ORDER. Signed by Magistrate Judge Jacqueline Scott Corley on 5/30/2013".
  41. "Office Depot and Tech Support Firm Will Pay $35 Million to Settle FTC Allegations That They Tricked Consumers into Buying Costly Computer Repair Services". ftc.gov. Retrieved 14 November 2019.
  42. "Office Depot and Support.com to pay $35 million". washingtonpost.com. Retrieved 14 November 2019.
  43. "Office Depot, Support.com Fined $35M for Tricking Consumers". pcmag.com. Retrieved 14 November 2019.
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