U.S. revenues for both consumer and SMB-oriented technical support services totaled $16 billion in 2011 and will double to roughly $32 billion by 2015. This is a huge opportunity for support service companies and service providers. Emerging service areas for both the consumer and the SMB markets include smartphone and tablet setup and configuration, particularly as businesses contend with the rising trend of "BYOD" (bring your own device). In addition to well-established brands such as Geek Squad, PlumChoice, Support.com, and iYogi, new players to watch include those from the traditional business process outsourcer (BPO) business, which has traditionally provided lower-cost telephone call center agents to help support broadband or consumer electronics companies. Several of these companies have developed remote support capabilities internally and are offering premium technical support services to supplement their traditional Level 1 or Level 2 support businesses.

Expect to see new distribution of support service offerings in 2012. For example, PlumChoice has partnered with the mobile handset insurance companies Asurion/N.E.W. to provide remote support services as part of a traditional extended warranty. In 2012, there will be a growing focus on delivering premium technical support services like remote troubleshooting to a growing number of consumer electronics products such as smart TVs.

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