Refining Business Models for Tech Support 2Q 2012
This report examines market trends for consumer tech support services. It analyzes the evolution of tech support businesses as they have expanded business models to include new services, gauges the impact of new players on the market, and provides worldwide revenue forecasts for consumer tech support services.
1 REPORT SUMMARY
1.1 Purpose and Scope of Report
1.2 Data Sources
2 TECH SUPPORT MARKET UPDATE
2.1 Growing Revenues and Profit
2.2 Adding Value to the Extended Warranty
2.3 Expanding Tech Support to the SMB Market
2.4 Enhancing Mobile Device Support
2.5 Analyzing New Markets
2.5.1 Consumer Electronics Support
2.5.2 Home Controls Support
3 THE TRANSITION TO THE CUSTOMER EXPERIENCE
3.1 The Need to Enhance Customer Support
3.2 Consumer Technology Brand Challenges
3.2.1 Service Providers
3.2.2 Retailers
3.2.3 Consumer Electronics Manufacturers
3.3 Customer Support in a Strategic Framework
4 FORECASTS
4.1 Computer/Home Network Set-up
4.2 Computer/Home Network Ad Hoc Support
4.3 Subscriptions
4.4 Total Revenues
5 IMPLICATIONS AND RECOMMENDATIONS
5.1 For Service Providers
5.2 For Retailers and Home Technology Support Companies
5.3 For Consumer Electronics Manufacturers
6 INDEX
1.1 Purpose and Scope of Report
1.2 Data Sources
2 TECH SUPPORT MARKET UPDATE
2.1 Growing Revenues and Profit
2.2 Adding Value to the Extended Warranty
2.3 Expanding Tech Support to the SMB Market
2.4 Enhancing Mobile Device Support
2.5 Analyzing New Markets
2.5.1 Consumer Electronics Support
2.5.2 Home Controls Support
3 THE TRANSITION TO THE CUSTOMER EXPERIENCE
3.1 The Need to Enhance Customer Support
3.2 Consumer Technology Brand Challenges
3.2.1 Service Providers
3.2.2 Retailers
3.2.3 Consumer Electronics Manufacturers
3.3 Customer Support in a Strategic Framework
4 FORECASTS
4.1 Computer/Home Network Set-up
4.2 Computer/Home Network Ad Hoc Support
4.3 Subscriptions
4.4 Total Revenues
5 IMPLICATIONS AND RECOMMENDATIONS
5.1 For Service Providers
5.2 For Retailers and Home Technology Support Companies
5.3 For Consumer Electronics Manufacturers
6 INDEX
LIST OF FIGURES
Average Time to Resolve a Personal Computer Virus Infection
PlumChoice and Support.com Acquisitions
Service Provider Call Center Services
Gross Margins for Tech Support Providers
Incentives for Purchasing Extended Warranties
Geek Squad Extended Support Programs
Small Business Tech Support Features
Worldwide Smartphone and Tablet Sales
Consumer Brands Addressing the Connected Home
Service Provider Strategies
Most-common Reasons for Calling Customer Support
Retail Purchase of CE Products
Amount Spent on Consumer Electronics
Do Support Features Influence Brand/Retailer Choice?
Amount Spent on Consumer Electronics
Managing the Connected Home and the Technology Lifecycle
Consumer Tech Support: Computer/Home Network Set-up Forecast Methodology
Consumer Tech Support: Computer/Home Network Set-up Annual Revenues
Consumer Tech Support: Ad Hoc Computer/Home Networking Support Forecast Methodology
Consumer Tech Support: Ad Hoc Computer/Home Networking Support
Consumer Tech Support: Subscription Forecast Methodology
Consumer Tech Support: Subscription Annual Revenues
Average Time to Resolve a Personal Computer Virus Infection
PlumChoice and Support.com Acquisitions
Service Provider Call Center Services
Gross Margins for Tech Support Providers
Incentives for Purchasing Extended Warranties
Geek Squad Extended Support Programs
Small Business Tech Support Features
Worldwide Smartphone and Tablet Sales
Consumer Brands Addressing the Connected Home
Service Provider Strategies
Most-common Reasons for Calling Customer Support
Retail Purchase of CE Products
Amount Spent on Consumer Electronics
Do Support Features Influence Brand/Retailer Choice?
Amount Spent on Consumer Electronics
Managing the Connected Home and the Technology Lifecycle
Consumer Tech Support: Computer/Home Network Set-up Forecast Methodology
Consumer Tech Support: Computer/Home Network Set-up Annual Revenues
Consumer Tech Support: Ad Hoc Computer/Home Networking Support Forecast Methodology
Consumer Tech Support: Ad Hoc Computer/Home Networking Support
Consumer Tech Support: Subscription Forecast Methodology
Consumer Tech Support: Subscription Annual Revenues
