Parks Associates reports tech-support services must be fast and proactive to capture SMB market share

U.S. small businesses (SMB) could be the next boom market for tech support services, provided manufacturers, retailers, and providers offer fast and proactive solutions for multidevice environments that include PCs, servers, tablets, and smartphones, Parks Associates reports.

The international market research firm recently completed the project SMB Demand for Technical Support Services, which finds SMBs are three times more likely than average consumers to use professional computer-related technical support services and significantly more likely to purchase additional support features when acquiring new equipment. Several large companies have already moved into the support market. Apple recently announced JointVenture, a new support network for small businesses that combines remote and retail support for its iPads and Macs.

"SMBs waste dozens of hours per month troubleshooting technology issues," said Kurt Scherf, VP, principal analyst, Parks Associates. "Over 70% are involved with ongoing computer maintenance on a monthly basis. About one-half deal with Internet access issues, 44% troubleshoot computer problems, 31% troubleshoot networking issues, and 27% deal with server problems."

SMBs are most likely to use professional technical support services for server, networking, and computer issues, with preferences for subscriptions that come with proactive support including ongoing maintenance and computer “tune-ups.”

"SMBs often have heterogeneous technology environments, so they need support for a diverse array of technology platforms, from servers to workstations and even mobile handsets," Scherf said. "Speed is the top factor in choosing a professional technical support service, so remote components are important, but IT managers also like the availability of on-site options when choosing a provider. SMBs are always watching the clock, and tech-support companies that can give back those wasted hours could capture significant market share."

SMB Demand for Technical Support Services is a survey of 500 IT decision-makers in U.S. SMBs. It quantifies the technology environment and measures the current use of and future demand for professional technical support services. For more information, visit http://www.parksassociates.com or contact 972-490-1113, [email protected].

About Parks Associates: Parks Associates, a woman-founded and certified business, is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates provides business intelligence and research services through its proprietary methodologies developed over decades, including quarterly surveys of 10,000 internet households.

The company's expertise crosses many industries: home security and smart home, streaming video, broadband and pay-TV services, digital media and platforms, gaming, Wi-Fi and home networks, connected health, support, consumer electronics, home control systems, energy management, and tech solutions for the multi-dwelling (MDU), small-to-medium business (SMB), and commercial building markets.

Each year, Parks Associates brings thousands of leaders together for its webinars and annual events. The firm hosts the annual executive research and strategy conferences CONNECTIONS™, Connected Health Summit, Smart Energy Summit, Smart Spaces, and Future of Video. https://www.parksassociates.com
 

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