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SupportSoft, Inc.: Major Philippine Telco, Globe Telecom, Chooses SupportSoft Subscriber Agent(TM) for eSupport

^{Published on 2009-03-30 06:20:04, Last Modified on 2009-11-03 09:34:19 - Market Wire}
 

REDWOOD CITY, CA--(Marketwire - March 30, 2009) - SupportSoft®, Inc. (NASDAQ: [ SPRT ]), a provider of software and services that make technology work, today announced that it has been contracted by Globe Broadband, a subsidiary of Globe Telecom, one of the Philippines' leading service providers, to power their new proactive customer support platform "Click Fix."

Click Fix is a tool based on SupportSoft's Subscriber Agent™, which gives Globe Broadband users an easier and more enjoyable Internet experience, by enabling them to swiftly diagnose and resolve problems related to their Internet connection -- without having to seek assistance from the help desk.

SupportSoft Subscriber Agent works as a desktop client and can be easily uploaded onto the customer's personal computer with his or her permission. The software runs transparently in the background -- whether the customer is online or offline -- and kicks into repair action whenever certain system events arise, for instance, error messages and registry changes.

When Globe Broadband subscribers need support, they simply go to the Click Fix icon on their PC and the eSupport tool powered by Subscriber Agent will guide them through easy steps to perform diagnostics and troubleshoot.

Utilizing Subscriber Agent, customers can get answers to frequently asked questions related to network settings, modem configurations, browser set up, or even email issues. Should they encounter problems which require assistance from Globe Broadband's Technical Helpdesk, Click Fix will automatically provide them with a system-generated Support Code to identify the problem. That way, when customers call for assistance, they can easily provide the code to the support representative.

"Our Click Fix solution, based on SupportSoft's Subscriber Agent, helps customers get connected -- and stay connected -- much easier and faster," said Manny A. Aligada, Head of Globe Customer Engagement Group. "We're already very excited about the reception that we've received from subscribers, who feel empowered to manage their own Internet connection, without the need for time-consuming service rep calls or even expensive household visits. We understand that proactive support is more than just resolving technical issues, it's about enhancing the overall customer experience, and with SupportSoft's solution we're able to achieve this."

SupportSoft's Subscriber Agent goes further than providing "1-click fixes" for broadband issues. The solution also creates a new and convenient communications channel for Globe Broadband via customers' desktops. The Company can send service updates and alerts instantly, as well as present personalized info about its newest offerings.

"Globe Broadband has a good measure of its customers when it comes to service and support delivery," stated Michael Sayer, GM & EVP Enterprise Solutions Group at SupportSoft. "We're very pleased to be working with an innovative provider, who clearly understands that the quality of subscribers' broadband experience is critically important to introducing additional services into the marketplace, orchestrating new methods of driving revenue and gaining a competitive edge."

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 ].

About Globe Telecom

Globe is one of the leading telecommunications service providers in the Philippines. The Company's mission is to "enrich lives through ease and relevance" by simplifying and removing obstacles in communication technology; that way, customers can be brought closer to what matters to them most.

In keeping with its vision to provide broadband customers with a delightful and hassle-free Internet experience, the Company's Globe Broadband subsidiary recently introduced Click Fix, a free and easy-to-use tool that will empower subscribers to manage their Internet connection quickly and simply.

For more information about Globe Telecom and its product/service offerings, visit [ http://www1.globe.com.ph ].