The Evolution of Tech Support: Trends and Outlook

The Evolution of Tech Support: Trends and Outlook examines changes in the digital landscape of broadband households and the subsequent changing technical support needs of consumers. The report analyzes changing business strategies among providers and explores the major drivers of these changes. It also assesses the market size and forecasts the revenue opportunity of premium technical support services.

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Table of Contents

List of Figures           

The Bottom Line


1.0   Report Summary

1.1 Purpose and Scope of the Report

1.2 Data Sources

2.0   Consumer Trends

2.1 Device Adoption

2.2 Device Problems

2.3 Use of Premium Technical Support

2.3.1    Subscriptions

2.3.2    Extended Warranty/ Protection Plan

2.4 Emerging Device

3.0   Industry Trends

3.1 Support Automation

3.2 Tier-0 Support

3.3 Comprehensive Services

3.3.1    Tech Support and Warranty Bundles

4.0   Forecast

4.1 Set-up/ Installation

4.2 One-time Support Services

4.3 Subscription Services

4.4 Total Revenue

5.0   Implications and Conclusions

6.0   Glossary


Device Adoption
Smartphone Problem Experienced by Operating System Q3/13
Types of Smartphone Problems Experienced (2012 vs. 2013)
Technical Problems with Smartphones 2012 - 2013
Home Network Problems (Q3/13)
Length of Previous Subscription Technical Support Plans (Q3/13)
Subscription Technical Support Provider (Q3/13)
Professional Support Service Provider Contacted for Problems (Q3/12)
Interest in New Technical Support Features for Tablets and Smartphones (2012 and 2013)
Devices Covered by Extended Warranty (Q3/13)
Smartphone Handset Protection Plan/Extended Warranty Adoption
Adoption of Energy/Home Security Devices (Q1/13)
Frequency of Device Problems
Common Problems with Home Automation Devices
Intention to Purchase Home Monitoring Products (Q4/12)
Automation Strategies
Comparative Attributes Among Tech Support Vendors Using Support Automation
Picture showing Dells’ system diagnostic tool
Picture showing virtual agent self-service option from Verizon
Advantages and Disadvantages of Tier-0 Support
Examples of Service Provider Comprehensive Technical Support Services
Examples of Retailer Premium Technical Support Services
Examples of CE Manufacturer Premium Technical Support Services
Comprehensive Mobile Support Services
Interest in Technical Support Service Bundled with Warranty Plan (Q3/13)
Forecast Methodology Device and Home Networking Installation/Configuration
Set-up and Installation: New Device and New Home Networking Set-up
Forecast Methodology One-time Support Services
Total Revenue: One-time Support
Forecast Methodology Subscription Services
Annual Revenue: Premium Technical Support Subscriptions
Annual Revenue - Consumer Technical Support Services
Smartphone: Interest in Features by Number of App Types (Q3/13)
Tablet: Interest in Features by Number of App Types (Q3/13)

Publish Date: 4Q 2013

Pages: 59

Authored By:
Patrice Samuels - Sr. Manager, Market Research

© December 2013 Parks Associates
All rights reserved.  No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America. 

Parks Associates has made every reasonable effort to ensure that all information in this report is correct.  We assume no responsibility for any inadvertent errors.

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