According to Parks Associates research, fifty-five percent of SMBs have experienced computer problems over the past 12 months, mainly viruses, spyware, or slow performance. SMBs expect CE makers to support their products, often at no additional cost. Because retailers sell the devices and have a physical storefront, they are also seen as a leading source for support. However, SMBs prefer e-mail and voice support, in part because it can be delivered quickly. Broadband providers are particularly well suited to this type of support given their existing call center and support mechanisms.

New small/medium business (SMB) research from 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 prefer electronics retailers as a tech support provider and 51% prefer CE manufacturers, with 45% highly likely to use a broadband service provider.

Being without a device is a hardship, but the data on that device are even more important. SMBs with more than five employees are the most interested in a service that can quickly restore lost data, and they are willing to pay for it. Nearly 60% of U.S. SMBs are interested in new support services. That’s an excellent opportunity for broadband service providers, which already are providing a service to them, to further bolster that relationship.

Small/Medium Business: Tech Support Opportunities looks at the potential for technical support in businesses ranging in size from SOHO to 99 employees. The survey interviewed 500 U.S. businesses on their tech support services and needs, their organization, and support preferences.