Welcome!

@CloudExpo Authors: Cloud Best Practices Network, Larry Alton, Liz McMillan, Carmen Gonzalez, Elizabeth White

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
Up until last year, enterprises that were looking into cloud services usually undertook a long-term pilot with one of the large cloud providers, running test and dev workloads in the cloud. With cloud’s transition to mainstream adoption in 2015, and with enterprises migrating more and more workloads into the cloud and in between public and private environments, the single-provider approach must be revisited. In his session at 18th Cloud Expo, Yoav Mor, multi-cloud solution evangelist at Cloudy...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
The proper isolation of resources is essential for multi-tenant environments. The traditional approach to isolate resources is, however, rather heavyweight. In his session at 18th Cloud Expo, Igor Drobiazko, co-founder of elastic.io, drew upon his own experience with operating a Docker container-based infrastructure on a large scale and present a lightweight solution for resource isolation using microservices. He also discussed the implementation of microservices in data and application integrat...
In his General Session at DevOps Summit, Asaf Yigal, Co-Founder & VP of Product at Logz.io, will explore the value of Kibana 4 for log analysis and will give a real live, hands-on tutorial on how to set up Kibana 4 and get the most out of Apache log files. He will examine three use cases: IT operations, business intelligence, and security and compliance. This is a hands-on session that will require participants to bring their own laptops, and we will provide the rest.
In his session at 18th Cloud Expo, Sagi Brody, Chief Technology Officer at Webair Internet Development Inc., and Logan Best, Infrastructure & Network Engineer at Webair, focused on real world deployments of DDoS mitigation strategies in every layer of the network. He gave an overview of methods to prevent these attacks and best practices on how to provide protection in complex cloud platforms. He also outlined what we have found in our experience managing and running thousands of Linux and Unix ...
SYS-CON Events announced today that Dataloop.IO, an innovator in cloud IT-monitoring whose products help organizations save time and money, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Dataloop.IO is an emerging software company on the cutting edge of major IT-infrastructure trends including cloud computing and microservices. The company, founded in the UK but now based in San Fran...
Internet of @ThingsExpo, taking place June 6-8, 2017 at the Javits Center in New York City, New York, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @ThingsExpo New York Call for Papers is now open.
"There's a growing demand from users for things to be faster. When you think about all the transactions or interactions users will have with your product and everything that is between those transactions and interactions - what drives us at Catchpoint Systems is the idea to measure that and to analyze it," explained Leo Vasiliou, Director of Web Performance Engineering at Catchpoint Systems, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York Ci...
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal ...
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Discover top technologies and tools all under one roof at April 24–28, 2017, at the Westin San Diego in San Diego, CA. Explore the Mobile Dev + Test and IoT Dev + Test Expo and enjoy all of these unique opportunities: The latest solutions, technologies, and tools in mobile or IoT software development and testing. Meet one-on-one with representatives from some of today's most innovative organizations
@DevOpsSummit taking place June 6-8, 2017 at Javits Center, New York City, is co-located with the 20th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. @DevOpsSummit at Cloud Expo New York Call for Papers is now open.
SYS-CON Events announced today that Catchpoint Systems, Inc., a provider of innovative web and infrastructure monitoring solutions, has been named “Silver Sponsor” of SYS-CON's DevOps Summit at 18th Cloud Expo New York, which will take place June 7-9, 2016, at the Javits Center in New York City, NY. Catchpoint is a leading Digital Performance Analytics company that provides unparalleled insight into customer-critical services to help consistently deliver an amazing customer experience. Designed ...
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain. In this power panel at @...
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, discussed the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
"A lot of times people will come to us and have a very diverse set of requirements or very customized need and we'll help them to implement it in a fashion that you can't just buy off of the shelf," explained Nick Rose, CTO of Enzu, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web co...
In 2014, Amazon announced a new form of compute called Lambda. We didn't know it at the time, but this represented a fundamental shift in what we expect from cloud computing. Now, all of the major cloud computing vendors want to take part in this disruptive technology. In his session at 20th Cloud Expo, John Jelinek IV, a web developer at Linux Academy, will discuss why major players like AWS, Microsoft Azure, IBM Bluemix, and Google Cloud Platform are all trying to sidestep VMs and containers...
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists peeled away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud enviro...