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Technology Support: The Moment of Truth that Drives Customer Experience

November 29, 2013

The importance of technology and reliance on Internet connectivity is driving a shift in that thinking. Today, technology support is increasingly being recognized as a critical moment of truth along the customer journey, one that can have a huge (if not disproportionate) impact on the customer experience.

Indeed, according to Parks Associates, network complexity, growth of cloud services, and BYOD will help drive the U.S. market for tech support to a 14.4 percent compound annual growth rate between 2012 and 2016, reaching nearly $25 billion by 2016, while 68 percent of broadband households are interested in technical support services that cater to their devices, including a substantial number also interested in support for the home network router, flat-panel TVs, external hard drives, and game consoles.

From the article, "Technology Support: The Moment of Truth that Drives Customer Experience."

Previously In The News

The Modern, Connected Home Shows Room for Stronger Broadband Solutions

According to Patrice Samuels, research analyst at Parks Associates, this influx of connected devices that connect to a home network through a router is adding new layers of complexity to the connec...

Rovi Launches Advertising Trial Program for App Developers

As connected device adoption ascends and consumer affinity for apps intensifies, new revenue opportunities are emerging such as those provided by Rovi Advertising Network, said Heather Way, senior...

Parks Brings Out Report on U.S. Broadband Households

Parks Associates announced that 78 percent of U.S. broadband households had a home network router in 2012, up from 54 percent in 2009, with adoption reaching 95 percent by 2016. According to a...

U.S. SMBs Interested in New Support Services From Broadband Service Providers, Electronic Retailers, and CE Manufacturers

Parks Associates finds 55-65% of U.S. SMBs prefer phone and email tech support options over face-to-face service. According to "Small/Medium Business: Tech Support Opportunities," 54% of SMBs prefe...

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