Retailers and service providers building new business models with premium tech support services

Parks Associates finds the development of remote online solutions will complement the growing premium tech support industry, including retailers and service providers, by providing improved marketing channels and enhancing automated and live support services. The international research firm forecasts U.S. revenues in consumer-oriented technical support services will approach $5 billion by 2014, with roughly 50% of the revenues coming from remote technical support services.

The development of remote services across a variety of channels, including broadband providers, Internet security vendors, PC OEMs, and CE retailers, will help meet the demand for premium technical support services, according to Parks Associates’ reports Service Providers and Support Services: Analysis and Forecasts and Retailers and Support Services: Analysis and Forecasts.

“Our research has consistently found that assistance with home technologies, including PCs, home networks, and AV equipment, is the top value-added service that a broadband provider can deliver,” said Kurt Scherf, VP, principal analyst, Parks Associates. “Consumer desire for ‘attached support’ – that is, additions such as extended warranties and protection plans, setup and configuration, delivery and installation – can also help retailers add revenue to the sale of a variety of CE. Aftermarket care in the form of PC tune-ups and troubleshooting provides a consistent and proactive form of technical care services.”

Service Providers and Support Services: Analysis and Forecasts and Retailers and Support Services: Analysis and Forecasts analyze the markets for U.S. consumer technical support services. These reports examine support offerings from service providers, retailers, OEMs, and third-party software and support vendors. They combine the results from more than 50 industry interviews and Parks Associates’ primary consumer data. 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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