Support.com scales Great Wall
- By Barry Zellen
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