Parks Associates finds consumer use of tech support tripled since 2006, creating opportunities for service providers, retailers, and third-party providers
The number of U.S. broadband households seeking professional services for computer and networking problems has tripled since 2006, as more users lack the time and expertise to deal with the complications of today's technology, according to Customer Support in the Digital Home.
This 2009 consumer survey from international research firm Parks Associates reports more than 30% of consumers have used in -store or in -home technical support to solve a computer problem, up from 10% in 2006. Fifteen percent of consumers have used professional tech support for home networking problems, up from 6% in 2006. Parks Associates forecasts U.S. revenues for PC and home networking troubleshooting services will exceed $2 billion due in large part to growing consumer demand and increased prevalence of connected devices.
"The consumers purchasing new technologies have less time and inclination to solve the growing number of technology challenges in the home, while the technology and threats such as viruses and malware have become more complicated," said Kurt Scherf, vice president, principal analyst, Parks Associates. "As a result, they are choosing professional services and looking to broadband service providers and retailers to provide digital home tech support services. The companies that offer the best solutions at the most competitive prices will come out ahead."
Customer Support in the Digital Home reports that service providers can enhance their service portfolios through such offerings as managed security, enhanced technical support, and online backup. Value retailers can enhance their standing by creating service programs that go beyond extended warranties to include ongoing support for purchased and installed products.
Customer Support in the Digital Home is a 2009 survey of over 2,000 U.S. broadband households. It covers the following topics:
• Analysis of tech support experiences and services from service providers
• Tech support features at the time of a consumer electronics purchase
• Consumer experience and interest in tech support services that include enhanced Internet security, online backup, home computer, and home networking
• Consumer interest in new, emerging home networking features
The CONNECTIONS™ conference, June 2 -4, features a Support and Management track, including the panel Remote Technical Support. For registration, or to request a press pass, visit http://www.connectionsconference.com.
For more information, visit http://www.parksassociates.com, or contact 972 -490 -1113, firstname.lastname@example.org.
About Parks Associates
Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start -ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.
The company's expertise includes new media, digital entertainment and gaming, home networks, Internet and television services, digital health, mobile applications and services, consumer electronics, and home control systems and security.
Each year, Parks Associates hosts executive thought leadership conferences CONNECTIONS™, with support from the Consumer Electronics Association (CEA®), and CONNECTIONS™ Europe. In addition, Parks Associates produces the online publication Industry Insights in conjunction with the CONNECTIONS™ Conference series.
http://www.parksassociates.com | http://www.connectionsconference.com | http://www.connectionseurope.com | http://www.connectionsindustryinsights.com
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