Consumer Technical Support Services: Overview

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.”

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1.0   Report Summary

1.1 Purpose and Scope of Report

1.2 Data Sources

1.3 Companies Briefed

2.0   Identifying Major Players

2.1 Retailers

2.2 Broadband Service Providers

2.3 Computer OEMs

2.4 Internet Security Vendors (ISVs)

2.5 Extended Service Plan/Extended Warranty Management Companies

2.6 Remote Technical Support Providers

3.0   The Technical Support Market

3.1 Consumer Electronics Set-up

3.2 Computer Set-up

3.3 Computer Troubleshooting

3.4 Home Networking/Configuration

4.0   Forecasts

4.1 New Computer Set-up

4.2 In-store and On-site Home Computer Troubleshooting

4.3 Home Computer Tune-up Services

4.4 Home Network Configuration and Troubleshooting

4.5 Remote Support

4.6 Subscription Revenues

5.0   Conclusions and Recommendations

Coming Soon!

Publish Date: 1Q 2011

Pages: 0

Authored By:
Kurt Scherf - Vice President, Principal Analyst

© February 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.

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