Parks Points

Higher likelihood to purchase support subscriptions is an indicator that consumers are placing higher value on comprehensive technical support services.

An increasing number of complex connected devices in the home is driving tech support providers to enter new territory. As more households adopt smart home and other emerging connected devices, providers need insight into the challenges consumers experience with their devices, which devices present the most impactful or most frequent challenges, and how they can best address consumer support needs. With large brands like Amazon now offering premium technical support as a part of “Amazon Home Services,” competing premium support providers must determine how they can establish a competitive advantage.

Traditional technical support services for computing and entertainment devices must increase market appeal by improving value. The premium technical support market has experienced only negligible growth over the past few years. Since device reliability is increasing dramatically, providers must find new ways to improve support services. Moving beyond break/fix support and providing advisory services that enhance product experiences is one such strategy. Given current consumer concerns about security and privacy, including services that improve consumers’ peace of mind when using their devices will also improve support service value.