Tuesday, April 15, 2014

Internet of Things, Identity Theft, and Virus Fears driving new demands for Tech Support Services

Parks Associates predicts comprehensive approaches to tech support will remain most relevant

Parks Associates announced research today showing over 50% of U.S. smartphone and tablet owners are interested in tech support services that provide protection against loss, theft, or virus/infection, despite less than 10% experiencing such problems. The firm's The Evolution of Tech Support: Trends and Outlook, which analyzes the changing dynamics of the tech support market, also notes that over one-fourth of U.S. broadband households are likely to purchase Internet-capable home monitoring products.

"Even though consumers encounter a wide range of problems with smartphones and tablets, they show highest interest in receiving support services that protect and secure their devices," said Patrice Samuels, research analyst, Parks Associates. "For example, 55% of smartphone owners want a service that protects their device from viruses and identity theft, and approximately 50% want a service that repairs or replaces their device if accidentally damaged, even though short battery life and establishing a network connection are the most common problems experienced."



Parks Associates analysts also noted consumer adoption of emerging devices will add to the complexity of the connected home.

"The Internet of Things is taking shape as over 40% of U.S. broadband households are likely to purchase a smoke/fire detector that can be managed and monitored remotely, while over 25% are interested in connected motion/window sensors and smart thermostats," Samuels said. "As consumers adopt new categories of devices, including home automation and home monitoring devices, new support opportunities emerge. Successful premium support services will take a comprehensive approach to address consumer needs and help consumers get the most out of their devices.”

Parks Associates analysts recommend support providers invest in automation strategies to address routine technical issues more efficiently. Tier-0 solutions will be particularly important as more emerging devices enter the home. Emphasizing security-related support offerings when selling or marketing support will also be a key strategy going forward.

Parks Associates will examine the role of tech support at CONNECTIONS™: The Premier Connected Home Conference, May 13-15, in San Francisco. The conference features the session "Tech Support: Connected Home Strategies and Solutions," May 14, 8:45 a.m., with executives from iYogi, PlumChoice, Support.com, and Sutherland Global.

For information on The Evolution of Tech Support: Trends and Outlook or CONNECTIONS™,visit www.connectionsconference.com, www.parksassociates.com, or contact sales@parksassociates.com, 972-490-1113. 

About Parks Associates: Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start-ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.

The company's expertise includes the Internet of Things (IoT), digital media and platforms, entertainment and gaming, home networks, Internet and television services, digital health, mobile applications and services, support services, consumer apps, advanced advertising, consumer electronics, energy management, and home control systems and security.

Each year, Parks Associates hosts industry webcasts, the CONNECTIONS™ Conference Series, Smart Energy Summit: Engaging the Consumer, Connected Health Summit: Engaging Consumers, and Future of Video: OTT, Pay TV, and Digital Media.


Next: Twenty-five percent of U.S. broadband households with smart home devices experience problems monthly
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