Enhancing Support to Mobile Devices

This report examines the role of support, configuration, and troubleshooting services for mobile devices, specifically smartphones. It provides primary consumer data on the current use of and interest in a variety of smartphone-based support services, including Internet security, lost/stolen phone recovery, set-up and configuration, and more. It also provides insight on major vendors currently offering solutions for this market.

”With increased storage, processing, and mobile broadband access, today’s smartphones are computers,” said Kurt Scherf, vice president, principal analyst, Parks Associates. “This would suggest that technical support in the form of enhanced security, configuration, and troubleshooting will increase in accordance with their expected penetration.”

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The Bottom Line

Enhancing Support to Mobile Devices Dashboard

1.0          Report Summary

1.1          Purpose and Scope of Report

1.2          Data Sources

1.3          Companies Briefed

2.0          Consumer Needs: Now and in the Future

2.1          Setting the Stage: The Rise of the Smartphone & Its Challenges

2.2          Extended Warranties/Handset Insurance

2.3          Handset Technology Challenges

2.4          How Do Consumers Seek Assistance with Mobile Phone Problems?

2.5          Interest in Mobile Handset Support Features

3.0          Key Vendors

3.1          Technical Support Services

3.2          Security Solutions

Common Applications

Unique Applications

Business Models

3.3          Business Solutions for Mobile Devices

3.4          Mobile Backup

4.0          Implications and Recommendations

4.1          Implications

4.2          Recommendations

Smartphone Adoption Trends
Smartphone Operating Systems
How are Mobile Phones Being Used?
Smartphones & Number of Mobile Phone Problems
Age & Number of Mobile Phone Problems
Satisfaction, Churn & Number of Mobile Phone Problems
Smartphones, Satisfaction & Likelihood of Churning
Smartphone Users: Satisfaction, Churn & Number of Mobile Phone Problems
Satisfaction, Churn, & Number of Unwanted Texts
Satisfaction, Churn & Phone Theft
Satisfaction, Churn & Phone Inoperability
Extended Warranty/Handset Insurance Offerings
Current/Likely Mobile Handset Coverage
Mobile Phone Problems Experienced
Mobile Phone OS, Interest in Mobile Management Services & # of Problems
Mobile Handset Problems and Final Resolution
Mobile Handset/Service Issues: Percentage of Highly-satisfied Consumers
Mobile Phone Management Services – Top Features
Interest in Mobile Phone Management Services & Number of Problems
Adoption of Recovery Features & Number of Mobile Phone Problems
Interest in Mobile Management Services & Age
Interest in Services Associated with Lost or Stolen Phones
Interest in Remote Handset Technical Support
Consumer Mobile Handset Support Services
Mobile Device Troubleshooting Services for Mobile Carriers
Mobile Device Troubleshooting Services for Mobile Carriers
Consumer Solutions for Mobile Devices
Business Solutions for Mobile Devices
Business Solutions for Mobile Devices
 

Publish Date: 1Q 2011

Pages: 35

Authored By:
Kurt Scherf - Vice President, Principal Analyst

Authored by Kurt Scherf
Executive Editor: Tricia Parks
Published by Parks Associates

© March 2011 Parks Associates
Dallas, Texas 75230

All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America.

Disclaimer
Parks Associates has made every reasonable effort to ensure that all information in this report is correct. We assume no responsibility for any inadvertent errors.
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