Consumer Technical Support Services: Overview 2Q 2011
This report analyzes how various vendors are creating technical support offerings for U.S. and global consumers. It provides an overview of the key services being offered and discusses the role of support businesses in the context of revenue and new service category creation. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2015.
“A growing base of consumers is acknowledging they lack the time or expertise to manage home electronics products and services,” said Kurt Scherf, vice president, principal analyst, Parks Associates. “There is growing demand for professional technical support services to assist consumers in reducing the complexity in their digital lifestyles.”
“A growing base of consumers is acknowledging they lack the time or expertise to manage home electronics products and services,” said Kurt Scherf, vice president, principal analyst, Parks Associates. “There is growing demand for professional technical support services to assist consumers in reducing the complexity in their digital lifestyles.”
1 REPORT SUMMARY
1.1 Purpose and Scope of Report
1.2 Data Sources
1.3 Companies Briefed
2 OVERVIEW OF THE TECHNICAL SUPPORT OPPORTUNITY
2.1 Consumer Attitudes about Technology
2.2 Problems with Home Technology
2.3 Interest in Technical Support Services
3 MAJOR PLAYERS, SERVICES, AND PRICING
3.1 Television/Home Theater Set-up
3.2 Computer Set-up
3.3 Computer Troubleshooting
3.4 Remote Tech Support Vendors
3.5 Home Network Set-up/Troubleshooting
3.6 Premium Tech Support Offerings from Broadband Providers
3.6.1 Notable U.S. Broadband Premium Tech Support Services
3.6.2 Notable Canadian Broadband Premium Tech Support Services
3.6.3 Notable European Broadband Premium Tech Support Services
4 FORECASTS
4.1 New Computer and Home Networking Set-up
4.2 In-store and On-site Home Computer/Networking Troubleshooting
4.3 Remote Home Computer and Home Network Troubleshooting
4.4 Support Subscriptions
5 IMPLICATIONS AND RECOMMENDATIONS
5.1 For Retailers and Home Technology Support Companies
5.2 For Service Providers
5.3 For Digital Home Product Vendors
5.4 What to Watch: Holistic Support Services
1.1 Purpose and Scope of Report
1.2 Data Sources
1.3 Companies Briefed
2 OVERVIEW OF THE TECHNICAL SUPPORT OPPORTUNITY
2.1 Consumer Attitudes about Technology
2.2 Problems with Home Technology
2.3 Interest in Technical Support Services
3 MAJOR PLAYERS, SERVICES, AND PRICING
3.1 Television/Home Theater Set-up
3.2 Computer Set-up
3.3 Computer Troubleshooting
3.4 Remote Tech Support Vendors
3.5 Home Network Set-up/Troubleshooting
3.6 Premium Tech Support Offerings from Broadband Providers
3.6.1 Notable U.S. Broadband Premium Tech Support Services
3.6.2 Notable Canadian Broadband Premium Tech Support Services
3.6.3 Notable European Broadband Premium Tech Support Services
4 FORECASTS
4.1 New Computer and Home Networking Set-up
4.2 In-store and On-site Home Computer/Networking Troubleshooting
4.3 Remote Home Computer and Home Network Troubleshooting
4.4 Support Subscriptions
5 IMPLICATIONS AND RECOMMENDATIONS
5.1 For Retailers and Home Technology Support Companies
5.2 For Service Providers
5.3 For Digital Home Product Vendors
5.4 What to Watch: Holistic Support Services
LIST OF FIGURES
Home Computer, Broadband, and Home Network Growth
Consumer Sentiments about Home Technology
Likelihood of Buying a Computer Product in the Next Year
Willingness to Pay for New Computer Services
Who Installed Home Networking Equipment?
Users of Tech Support Services
Frequency of Home Computer Problems
Percentage of Consumers Resolving Tech Problems with DIY or Friends and Family
Using Professional Support for Computer-related Problems
Likelihood of Using Professional Services for Future Computer Problems
Likely to Use Professional Tech Support: Have Experienced Problem
Willingness to Pay for In-home Computer Support
Willingness to Pay for In-store Computer Support
Willingness to Pay for Remote Computer Support
Consumer Electronics Purchase Intentions: 2008-2010
Consumer Electronics Purchases: Previous 12 Months
Extended Warranties Purchased with Consumer Electronics
HDTVs and Home Theater Systems: Support Features Purchased
HDTV Installation Services: Major Retailers
Home Theater Installation Services: Major Retailers
Computer Support Features: Offered and Purchased
Likely to Purchase Support Features with Computer
Likely to Purchase Support Features with Computer
Home Computer Set-up Services
Computer Troubleshooting Services
Remote Tech Support Vendors and Pricing
Home Network Set-up Services
Broadband Service Providers Contacted for Tech Support
Notable U.S. Broadband Premium Tech Support Services
Notable Canadian Broadband Premium Tech Support Services
Notable European Broadband Premium Tech Support Services
Key Assumptions: New Computer and Home Networking Set-up
Revenue Growth: New Home Computer and Home Networking Set-up
Key Assumptions: In-store and On-site Home Computer and Home Networking Support
Revenue Growth: In-store and On-site Home Computer and Home Networking Support
Key Assumptions: Remote Home Computer/Home Network Troubleshooting
Revenue Growth: Remote Home Computer/Home Network Troubleshooting
Key Assumptions: Premium Technical Support Subscriptions
Revenue Growth: Premium Technical Support Subscriptions
Annual Revenues: Consumer Technical Support Services
Customer Support Lifecycle
Home Computer, Broadband, and Home Network Growth
Consumer Sentiments about Home Technology
Likelihood of Buying a Computer Product in the Next Year
Willingness to Pay for New Computer Services
Who Installed Home Networking Equipment?
Users of Tech Support Services
Frequency of Home Computer Problems
Percentage of Consumers Resolving Tech Problems with DIY or Friends and Family
Using Professional Support for Computer-related Problems
Likelihood of Using Professional Services for Future Computer Problems
Likely to Use Professional Tech Support: Have Experienced Problem
Willingness to Pay for In-home Computer Support
Willingness to Pay for In-store Computer Support
Willingness to Pay for Remote Computer Support
Consumer Electronics Purchase Intentions: 2008-2010
Consumer Electronics Purchases: Previous 12 Months
Extended Warranties Purchased with Consumer Electronics
HDTVs and Home Theater Systems: Support Features Purchased
HDTV Installation Services: Major Retailers
Home Theater Installation Services: Major Retailers
Computer Support Features: Offered and Purchased
Likely to Purchase Support Features with Computer
Likely to Purchase Support Features with Computer
Home Computer Set-up Services
Computer Troubleshooting Services
Remote Tech Support Vendors and Pricing
Home Network Set-up Services
Broadband Service Providers Contacted for Tech Support
Notable U.S. Broadband Premium Tech Support Services
Notable Canadian Broadband Premium Tech Support Services
Notable European Broadband Premium Tech Support Services
Key Assumptions: New Computer and Home Networking Set-up
Revenue Growth: New Home Computer and Home Networking Set-up
Key Assumptions: In-store and On-site Home Computer and Home Networking Support
Revenue Growth: In-store and On-site Home Computer and Home Networking Support
Key Assumptions: Remote Home Computer/Home Network Troubleshooting
Revenue Growth: Remote Home Computer/Home Network Troubleshooting
Key Assumptions: Premium Technical Support Subscriptions
Revenue Growth: Premium Technical Support Subscriptions
Annual Revenues: Consumer Technical Support Services
Customer Support Lifecycle
