Welcome!

@CloudExpo Authors: Krishnan Manjeri, Elizabeth White, Liz McMillan, Yeshim Deniz, William Schmarzo

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
SYS-CON Events announced today the Kubernetes and Google Container Engine Workshop, being held November 3, 2016, in conjunction with @DevOpsSummit at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA. This workshop led by Sebastian Scheele introduces participants to Kubernetes and Google Container Engine (GKE). Through a combination of instructor-led presentations, demonstrations, and hands-on labs, students learn the key concepts and practices for deploying and maintainin...
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, wh...
Adobe is changing the world though digital experiences. Adobe helps customers develop and deliver high-impact experiences that differentiate brands, build loyalty, and drive revenue across every screen, including smartphones, computers, tablets and TVs. Adobe content solutions are used daily by millions of companies worldwide-from publishers and broadcasters, to enterprises, marketing agencies and household-name brands. Building on its established design leadership, Adobe enables customers not o...
Why do your mobile transformations need to happen today? Mobile is the strategy that enterprise transformation centers on to drive customer engagement. In his general session at @ThingsExpo, Roger Woods, Director, Mobile Product & Strategy – Adobe Marketing Cloud, covered key IoT and mobile trends that are forcing mobile transformation, key components of a solid mobile strategy and explored how brands are effectively driving mobile change throughout the enterprise.
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
All clouds are not equal. To succeed in a DevOps context, organizations should plan to develop/deploy apps across a choice of on-premise and public clouds simultaneously depending on the business needs. This is where the concept of the Lean Cloud comes in - resting on the idea that you often need to relocate your app modules over their life cycles for both innovation and operational efficiency in the cloud. In his session at @DevOpsSummit at19th Cloud Expo, Valentin (Val) Bercovici, CTO of So...
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...
Just over a week ago I received a long and loud sustained applause for a presentation I delivered at this year’s Cloud Expo in Santa Clara. I was extremely pleased with the turnout and had some very good conversations with many of the attendees. Over the next few days I had many more meaningful conversations and was not only happy with the results but also learned a few new things. Here is everything I learned in those three days distilled into three short points.
24Notion is full-service global creative digital marketing, technology and lifestyle agency that combines strategic ideas with customized tactical execution. With a broad understand of the art of traditional marketing, new media, communications and social influence, 24Notion uniquely understands how to connect your brand strategy with the right consumer. 24Notion ranked #12 on Corporate Social Responsibility - Book of List.
The Jevons Paradox suggests that when technological advances increase efficiency of a resource, it results in an overall increase in consumption. Writing on the increased use of coal as a result of technological improvements, 19th-century economist William Stanley Jevons found that these improvements led to the development of new ways to utilize coal. In his session at 19th Cloud Expo, Mark Thiele, Chief Strategy Officer for Apcera, will compare the Jevons Paradox to modern-day enterprise IT, e...
Major trends and emerging technologies – from virtual reality and IoT, to Big Data and algorithms – are helping organizations innovate in the digital era. However, to create real business value, IT must think beyond the ‘what’ of digital transformation to the ‘how’ to harness emerging trends, innovation and disruption. Architecture is the key that underpins and ties all these efforts together. In the digital age, it’s important to invest in architecture, extend the enterprise footprint to the cl...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management solutions, helping companies worldwide activate their data to drive more value and business insight and to transform moder...
What does it look like when you have access to cloud infrastructure and platform under the same roof? Let’s talk about the different layers of Technology as a Service: who cares, what runs where, and how does it all fit together. In his session at 18th Cloud Expo, Phil Jackson, Lead Technology Evangelist at SoftLayer, an IBM company, spoke about the picture being painted by IBM Cloud and how the tools being crafted can help fill the gaps in your IT infrastructure.
SYS-CON Events has announced today that Roger Strukhoff has been named conference chair of Cloud Expo and @ThingsExpo 2016 Silicon Valley. The 19th Cloud Expo and 6th @ThingsExpo will take place on November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. "The Internet of Things brings trillions of dollars of opportunity to developers and enterprise IT, no matter how you measure it," stated Roger Strukhoff. "More importantly, it leverages the power of devices and the Interne...
SYS-CON Events announced today that eCube Systems, a leading provider of middleware modernization, integration, and management solutions, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. eCube Systems offers a family of middleware evolution products and services that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. ...
Digital innovation is the next big wave of business transformation based on digital technologies of which IoT and Big Data are key components, For example: Business boundary innovation is a challenge to excavate third-party business value using IoT and BigData, like Nest Business structure innovation may propose re-building business structure from scratch, as Uber does in the taxicab industry The social model innovation is also a big challenge to the new social architecture with the design fr...
Whether they’re located in a public, private, or hybrid cloud environment, cloud technologies are constantly evolving. While the innovation is exciting, the end mission of delivering business value and rapidly producing incremental product features is paramount. In his session at @DevOpsSummit at 19th Cloud Expo, Kiran Chitturi, CTO Architect at Sungard AS, will discuss DevOps culture, its evolution of frameworks and technologies, and how it is achieving maturity. He will also cover various st...
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at EMC, will introduce a methodology for capturing, enriching and sharing data (and analytics) across the organizati...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
IoT offers a value of almost $4 trillion to the manufacturing industry through platforms that can improve margins, optimize operations & drive high performance work teams. By using IoT technologies as a foundation, manufacturing customers are integrating worker safety with manufacturing systems, driving deep collaboration and utilizing analytics to exponentially increased per-unit margins. However, as Benoit Lheureux, the VP for Research at Gartner points out, “IoT project implementers often ...