Thursday, August 08, 2013

Parks Associates: 38% of consumers with past PC problems prefer self-help tools in tech support

New Research Shows Automation Driving Growth in U.S. Tech Support Market

Parks Associates tech support research shows new automation strategies are starting to resonate with consumers, as 38% of U.S. consumers who have experienced PC problems would prefer to fix future problems themselves, with the use of self-help tools. Improved user interfaces have also made setup of new tablets, smartphones, and smart TVs more intuitive, and currently 51% of consumers prefer to set up new devices independently.

In the new report Automating Consumer Tech Support, analysts note that as self-help and cloud-based automation tools improve, they will dramatically improve productivity and scalability in support services. Currently tech support providers estimate one-in-five service calls can be solved by consumers and as many as 50% of calls on mobile devices can be solved through self-help channels.

“Given the competitive landscape of the digital home, high-quality customer service is critical, especially for service providers. Consumers are more than twice as likely to leave a mobile or broadband provider if dissatisfied with the customer service," said Patrice Samuels, Research Analyst, Parks Associates. "Automating technical support increases the efficiency of the process, allowing providers to address more consumer concerns while reducing errors and the overall cost of support."

The Future of Support: Intelligence Managing Technology, a whitepaper from Parks Associates, developed in partnership with EchoStar, analyzes the risk to service providers that do not address subscribers' needs. It also presents the opportunities for being first-to-market with an intelligent, comprehensive support solution, where the total U.S. tech support market will grow to $8.25 billion by 2017. This whitepaper can be downloaded at

“Support providers boast improvements in efficiency and customer satisfaction metrics, including 29% improvement in the Average Handle Time (AHT) and 50% improvement in renewal rates of premium technical support services,” Samuels said. “Our new report shows automating consumer technical support services can further reduce costs throughout the support process, including service initiation, diagnosis, resolution, CRM, and marketing and sales.”

For more information, contact, 972-490-1113 or go to

About Parks Associates: Parks Associates, a woman-owned and woman-led internationally recognized market research and consulting company, specializes in emerging technology solutions serving the consumer and small to medium business (SMB) markets. Celebrating its 35th year in 2021, Parks Associates is a partner to companies navigating the changing consumer technology landscapes through data-driven market insights, extensive consumer and industry intelligence, custom marketing services, and executive networking experiences and conferences.

The company's expertise includes home automation, control systems and security, digital media and platforms, entertainment and gaming, home networks, internet and video services, connected health and independent living solutions, mobile applications and services, support services, consumer electronics, and energy management solutions.

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

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