Radialpoint Premium Support Services

Radialpoint Premium Support Services delivers remote technical support and education to consumers and small business. Today's "Digital Home" is an increasingly complex technology environment with multiple networked PCs, digital cameras, wireless printers, MP3 players and other connected devices. This service enables the ISP subscriber to spend less time fixing and more time enjoying their technology through set-up, install, training, diagnostic, problem resolution and optimization support.

It is estimated that at any given time, 10% of households are in need of some form of technical support. ISPs are uniquely positioned to capture and monetize this need. Research shows that 60% of Internet subscribers look to their ISP first for support with their Digital Home requirements and 22% of all ISP subscribers pay for an average of 3 support sessions per year. This represents a significant incremental ARPU opportunity for ISPs at a time when subscriber and ARPU growth is slowing. In addition, Premium Support offerings have proven to reduce subscriber churn and improve support call center economics.

Radialpoint's Premium Support Service combines technology, business process, and expert technical knowledge to enable Internet Service Providers (ISPs) to deliver a complete, white-labeled Premium Support offering to their subscribers. A core element of Radialpoint's solution is our Hosted Platform Technology that manages the entire remote support lifecycle of the subscriber. This technology platform enables the ISP subscriber to diagnose and optimize their PC, get immediate access to live remote support via phone, chat, and screen share, and receive ongoing messaging on the health and safety of their digital home.

Key Features

Radialpoint's premium support delivery capability provides access to our technical experts on a one-time or subscription basis for all PC and PC connected devices. Our in-house, expert technicians utilize an integrated technology platform to provide an unparalleled customer experience that includes Customer Management, Telephony, Chat and Screen Share technologies. Our service delivery force delivers to the ISP an ability to easily cross-sell and manage other Radialpoint managed services and/or ISP core services.

Radialpoint's premium support hosted technology platform enables an ISP to provide a premium support offering using their own in-house technician force. Our on-demand platform is fully hosted by Radialpoint and battle tested over tens of thousands of end-user sessions. The solution automates remote service delivery, job management activities, and customer management and billing that can be utilized by multiple call centers utilized by the ISP. The platform also allows for easy integration with ISP billing systems and online web properties to provide a completely private labeled customer experience.