Support.com wants to be a pillar of tech support. The company's Web-based support software proactively identifies and repairs hardware and software problems, reducing the need for technical support staffing. It also specializes in phone and Web support for a wide variety of technology issues related to computer security, data recovery, networking, file management, and software installation. Support.com serves consumers and small businesses, with its offerings available through its website and through partners such as retailers, broadband providers, and anti-virus software providers. Nearly all sales come from customers in the Americas.
Overall sales for the company were up more than 150% in 2010 over 2009. Support.com expanded its product offerings and existing programs to include support for data backup software, non-PC products, and mobile devices. As part of its strategy, the company is also looking to add channel partners beyond retail. Office Depot remains a significant customer, though sales have dropped off in recent years. In spite of significant sales growth, the company has been unprofitable since inception.
Support.com's support staff is located in Canada and the US. It also has facilities in India. Most of its staff work from home rather than in company facilities.
In 2009 Support.com sold its enterprise business to enterprise resource planning (ERP) and customer relationship management (CRM) software developer Consona for $20 million in cash. The sale was part of a shift of resources into the company's growing consumer products business.
The company has also used acquisitions to support this strategy. In 2009 Support.com purchased Sammsoft, a provider of consumer software products designed to maintain, optimize and secure personal computers. The company bought another consumer-focused software developer in 2011 with the acquisition of SUPERAntiSpyware for $8.5 million. SUPERAntiSpyware's namesake application is used to detect and remove adware, Trojans, worms, keyloggers, rootkits, hijackers, parasites, dialers, and other malware from PC's. – less