The importance of technology and reliance on Internet connectivity is driving a shift in that thinking. Today, technology support is increasingly being recognized as a critical moment of truth along the customer journey, one that can have a huge (if not disproportionate) impact on the customer experience.

Indeed, according to Parks Associates, network complexity, growth of cloud services, and BYOD will help drive the U.S. market for tech support to a 14.4 percent compound annual growth rate between 2012 and 2016, reaching nearly $25 billion by 2016, while 68 percent of broadband households are interested in technical support services that cater to their devices, including a substantial number also interested in support for the home network router, flat-panel TVs, external hard drives, and game consoles.

From the article, "Technology Support: The Moment of Truth that Drives Customer Experience."

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