Parks Points

Traditional Technical Support Services Must Improve Value to Consumers

by David Mitchel | Dec. 11, 2017

Higher likelihood to purchase support subscriptions is an indicator that consumers are placing higher value on comprehensive technical support services.

An increasing number of complex connected devices in the home is driving tech support providers to enter new territory. As more households adopt smart home and other emerging connected devices, providers need insight into the challenges consumers experience with their devices, which devices present the most impactful or most frequent challenges, and how they can best address consumer support needs. With large brands like Amazon now offering premium technical support as a part of “Amazon Home Services,” competing premium support providers must determine how they can establish a competitive advantage.

Traditional technical support services for computing and entertainment devices must increase market appeal by improving value. The premium technical support market has experienced only negligible growth over the past few years. Since device reliability is increasing dramatically, providers must find new ways to improve support services. Moving beyond break/fix support and providing advisory services that enhance product experiences is one such strategy. Given current consumer concerns about security and privacy, including services that improve consumers’ peace of mind when using their devices will also improve support service value.

Likelihood of Subscribing to a Technical Support Service with Specified Annual Fee (Q1/17)

David Mitchel

David Mitchel

Research Analyst

David Mitchel is part of the Parks Associates Consumer Analytics research team. He studies market and consumer trends in a number of areas, including Access & Entertainment, Connected CE, Energy Management, Connected Home Systems, Digital Media, Digital Health, and Mobile Devices.

Prior to working at Parks Associates, David spent 5 years working in a variety of marketing roles, gaining experience in a variety of industries. He earned a BA in Communication from the University of Arizona and an MBA from Thunderbird School of Global Management.

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