Support.com scales Great Wall -- ADTmag

Support.com scales Great Wall

By Barry Zellen
April 2, 2001

One of every five people on Earth can now comprehend Support.com's automated Web-based technical support software. That's because its support services are now available in Chinese, spoken by 1.1 billion people.

The addition of Chinese extends Support.com's reach into Asia, after earlier becoming available in both Japanese and Korean. Support.com's first customer in China is the China American Petrochemical Company Ltd. (CAPC), which was acquired by Taiwan-based Support.com-reseller Sysage Technology.

Stamford, Conn.-based Gartner predicts that the number of Internet users in the Asia-Pacific region will increase nearly two-fold by the end of this year, from 41 to 72 million. Ang Ban Leong, general manager of Support.com, Asia-Pacific, said, "Personalized, automated support is a universal need in a world of rapidly increasing technical complexity and widespread product use. Localization of our support software infrastructure in Asian languages allows enterprises in the region to increase user satisfaction and reduce support costs in ways never before possible—and do it for the first time in their native language."

Support.com automates the support process by using the Internet to speed up the resolution of technical problems experienced by the customers, partners and employees of a variety of enterprises. Its customers include GE, Cisco and Boeing.