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In December, Support.com released Software as a Service (SaaS) licensing options for its Nexus service delivery platform. Since then they’ve been able to examine the ways providers are using the suite of cloud-based applications, foundation services and business analytics to learn from their behaviors and improve the technology support experience.

A customer represents two things: an immediate dollars-and-cents sales opportunity, and a store of valuable data, including buying habits, behaviors and opinions. Technical support company Support.com has some ideas on how to use this data to improve the way your employees influence customer experience.