Identifying the SMB Environment

• SMB segmentation by type of business, location, and number of employees
• Technology use within small businesses - number of computers/workstations, fax machines, copiers, etc.

Understanding Tech Support Needs

• Triggers for seeking out and using technical support
• Additional services where SMBs could use tech support

Understanding the Tech Support Environment

• Current providers
• On-site versus remote services
• Levels of satisfaction
• Triggers for switching support providers
• Information sources for finding technical support services & providers
   

• Retailers and Support Services: Analysis and Forecasts
  

  This report analyzes how consumer electronics retailers and PC OEMs are building support capabilities. It provides an overview of the key services being offered and discusses the role of support businesses in the context of revenue and new service category creation. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2014.

  "As a significant percentage of consumers are seeking to have professional technical support services offered to them at the time of a new computer or consumer electronics purchase, retailers are well positioned to create new revenue streams,” said Kurt Scherf, vice president and principal analyst with Parks Associates. “They can also be well positioned to provide after-purchase and break/fix support services via truck rolls, in-store services, or remote support services.”

• Service Providers and Support Services: Analysis and Forecasts
  

  This report analyzes how broadband providers are building support capabilities, provides an overview of the key services being offered, and discusses the role of support businesses in the context of revenue creation, profitability, and customer retention. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2014.

  "Digital home tech support services provide an opportunity for service providers to more proactively address customer support issues that will grow as the digital home increases in complexity,” said Kurt Scherf, vice president and principal analyst with Parks Associates. “As consumers grapple with evermore complex digital home technology headaches, ‘DIY’ is quickly becoming ‘do-if-for-me,’ which opens up significant opportunity for many players.”

• Digital Home Tech Support: Analysis and Forecasts
  

  This report provides analysis on the business of digital home customer support. It examines the market for technical support services for such digital lifestyles categories as PCs, Internet, and consumer electronics. It provides an overview of key companies providing both technology support services and solutions and includes market forecasts through 2013.

  "The market for digital home technology support is one of the most dynamically-growing segments,” said Parks Associates. “As consumers grapple with ever-more complex digital home technology headaches, ‘DIY’ is quickly becoming ‘do-if-for-me,’ which opens up significant opportunity for many players.”