Welcome!

@CloudExpo Authors: Liz McMillan, Elizabeth White, Zakia Bouachraoui, Pat Romanski, Yeshim Deniz

News Feed Item

PlumChoice Offers Guidance on Avoiding Tech Support Scammers

Company Urges Consumers, Businesses to Look for Customer Focus

LOWELL, Mass., Nov. 8, 2012 /PRNewswire/ -- Recognizing that rising demand for tech support services makes small businesses and consumers more vulnerable to tech support scams, PlumChoice®, Inc., a pioneer in remote support and thought leader in the Technology Services Solutions sector, today issued guidance on securing reliable, safe, trustworthy tech support to consumers and small businesses as well as to companies that provide tech support service to their customers through a white label arrangement. Tech support scams are a growing problem: Last month, the U.S. Federal Trade Commission (FTC) announced a global crackdown on technology support scams, alleging that tens of thousands of consumers were tricked into paying for removal of nonexistent viruses and spyware and conned into allowing scammers to remotely access their computers and data.

Support needs are rising due to the proliferation of interconnected devices and increasing demand for access to data across work, home and mobile environments. This heightens the importance of ensuring that support is delivered with integrity and that data is used appropriately; users who give support organizations access to their technology are also granting access to their sensitive data.

The recent release of the new Microsoft® Windows® 8 OS highlights the increasing need for technical support as it is a major departure from the familiar Windows design used by millions of customers worldwide. PlumChoice predicts that new users will require significant support to make the transition.

Tech Support Guidance for Consumers and Small Businesses

"Consumers and small businesses should exercise reasonable care when approached with tech support offers," said Ted Werth, Founder and Chairman at PlumChoice. "This issue is increasingly vital because today's tech support requirements reach beyond the basic fixing of broken PCs, peripherals and mobile phones; rather, people operate within immersive technology environments at home, at work and on the road and therefore demand ubiquitous access to data. That need for full access across interconnected devices and diverse platforms increases vulnerability to scammers."

Werth counsels consumers and small businesses seeking tech support directly to be wary of offers of "free" support from unknown companies, and to expect reputable providers to request permission to access a computer to deliver support remotely. These actions mitigate the risks associated with misuse of data, which can include sales pitches for unnecessary services. Rather, select tech support services from trusted providers, as the vendor will need access to vital data to operate effectively.

"Just as consumers and small businesses should be wary about providing banking, Social Security and credit card information to an unfamiliar organization, they should be suspicious of unknown individuals, organizations or companies that offer tech support, since unscrupulous vendors can use a service offer as a ruse to install software that provides access to the sensitive data on computers and mobile devices," Werth said. "It's imperative for consumers and small businesses to have a secure, reliable, support program in place and to deal only with reputable professionals with whom they have or can confidently establish a relationship. They should buy from a trusted brand that operates from a country that regulates service practices, consistently achieves high CSAT, has broad technical capability, thoroughly documents and audits support calls, and demonstrates brand commitments."

Advice for Businesses Seeking White Label Tech Support

"Companies that provide outsourced tech support to their customers value long-term customer relationships," Werth also observed, "So certainly they'll want to partner with a provider that appropriately uses data to provide an effective tech support solution. But any tech solutions provider should be willing to discuss how customer data is protected and used. It's absolutely crucial to ensure that the customers' best interests are always the top priority."

Finding a Reputable Support Partner

Helping consumers and small businesses and enabling white label partners with the tech support they need to make technology work in harmony in increasingly interconnected, immersive environments is a primary motivation for PlumChoice. Werth notes that customer focus – and integrity – come from the top down in tech support organizations, and that those seeking services – either as consumers, small businesses or as companies that offer tech support through a white label arrangement – should evaluate potential tech support organizations in that light, making sure the company employs only agents who are appropriately recruited, trained, vetted and managed by the support organization.

"In a world that is increasingly dependent on technology, there will, unfortunately, always be people who oversell, and we find that unacceptable," Werth continued. "But with basic research, it's possible to separate reputable companies from 'fly-by-night' organizations seeking a quick profit through dubious practices. Consumers, small businesses and organizations that offer tech support through partnership should look for companies that have years of experience providing support across multiple devices, operating systems and platforms and have documented practices they are willing to share. This will help ensure they're dealing with experts. Perhaps more importantly, they should look for companies that make support more about the customer than the device. Treat it like any other service offering – trust, but verify."

About PlumChoice

PlumChoice®, Inc. technology services solutions optimize the benefits technology users expect and demand from their technology environments. By partnering with PlumChoice, organizations can transform customer satisfaction to customer loyalty, whether through a premium technology services business, technical support services or an internal service desk function. PlumChoice delivers scalable software and outsourced services that not only influence customer loyalty, but also increase profitability, drive down support costs, and improve productivity. Founded in 2001, PlumChoice is headquartered in Massachusetts with offices in Colorado and Sweden. The company offers best-of-breed technology services solutions including its software-as-a-service Technology Services Solution and Tific® Support Automation solution, plus outsourced and fully managed remote and on-site services – which leverage the patented SAFElink® technology.

PlumChoice, Tific and SAFElink are trademarks or registered trademarks of PlumChoice, Inc. in the United States and other countries. All other product and company names and marks mentioned in this document are the property of their respective owners and are mentioned for identification purposes only.

This press release may contain forward-looking statements regarding anticipated objectives, growth, demand, markets, technology adoption and/or expected product, service and/or technology developments or enhancements. Such forward-looking statements may be identified by the use of the following words (among others): "believes," "predicts," "expects," "may," "will," "plan," "should" or "anticipates," or comparable words and their negatives. These forward-looking statements are not guarantees but are subject to risks and uncertainties that could cause actual results to differ materially from the expectations contained in these statements. PlumChoice assumes no obligation to update any forward-looking statements contained in this press release in the event of changing circumstances or otherwise, and such statements are current only as of the date they are made.

SOURCE PlumChoice, Inc.

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

CloudEXPO Stories
What are the new priorities for the connected business? First: businesses need to think differently about the types of connections they will need to make – these span well beyond the traditional app to app into more modern forms of integration including SaaS integrations, mobile integrations, APIs, device integration and Big Data integration. It’s important these are unified together vs. doing them all piecemeal. Second, these types of connections need to be simple to design, adapt and configure. Plus, with the proliferation of IoT, there is an explosion in the number of devices requiring interconnection - both in terms of asset monitoring and spatial analytics.
Traditional on-premises data centers have long been the domain of modern data platforms like Apache Hadoop, meaning companies who build their business on public cloud were challenged to run Big Data processing and analytics at scale. But recent advancements in Hadoop performance, security, and most importantly cloud-native integrations, are giving organizations the ability to truly gain value from all their data. In his session at 19th Cloud Expo, David Tishgart, Director of Product Marketing at Cloudera, covered the ins and outs of Hadoop, and how it can help cloud-based businesses.
DevOpsSummit New York 2018, colocated with CloudEXPO | DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City. Digital Transformation (DX) is a major focus with the introduction of DXWorldEXPO within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term.
Jo Peterson is VP of Cloud Services for Clarify360, a boutique sourcing and benchmarking consultancy focused on transforming technology into business advantage. Clarify360 provides custom, end-to-end solutions from a portfolio of more than 170 suppliers globally. As an engineer, Jo sources net new technology footprints, and is an expert at optimizing and benchmarking existing environments focusing on Cloud Enablement and Optimization. She and her team work with clients on Cloud Discovery, Cloud Planning, Cloud Migration, Hybrid IT Architectures ,Cloud Optimization and Cloud Security. Jo is a 25-year veteran in the technology field with tenure at MCI, Intermedia/Digex, Qwest/CenturyLink in pre-sales technical, selling and management roles.
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addresses many of the challenges faced by developers and operators as monolithic applications transition towards a distributed microservice architecture. A tracing tool like Jaeger analyzes what's happening as a transaction moves through a distributed system. Monitoring software like Prometheus captures time-series events for real-time alerting and other uses. Grafeas and Kritis provide security polic...