Nationwide market includes retailers, service providers, OEMs, software developers, and third-party vendors
Revenues for U.S. consumer and SMB (small and medium business) technology support services will grow nearly threefold in the next five years, with U.S. households accounting for over 40% of the $30 billion market, Parks Associates reports.
The firm's new research reports – Consumer Technical Support Services: Overview and Opportunities for SMB Technical Support – find broadband service providers in particular driving this market. Services such as AT&T’s ConnectTech and Tech Support 360, Verizon’s Expert Care, and Comcast’s XFINITY Signature Support have increased awareness and use among both consumers and SMBs in the past year. Major retailers (Best Buy, Office Depot, Office Max, Staples) and OEM efforts (Dell and HP) are also important in promoting technical support services to a wider audience.
“The market opportunity for consumer- and SMB-oriented technical support services is significant because it is currently underutilized," said Kurt Scherf, VP, principal analyst, Parks Associates. "One-third of consumers and 44% of SMBs experienced computer-related problems, but only 13% of those people and 28% of those businesses used professional support services.”
The reports find long-term growth depends on the ability to add support for new platforms and scale services to provide for multiple channels of support. Current offerings are PC-centric and focus on as-needed “break/fix” support, but expanding to include on-site, remote, and depot repair, with proactive and ongoing maintenance services for multiple devices, is key to growing the market. Specialized server and hosted backup support is also important for the SMB environment.
“The foundation of technology support services is in time-of-needed repair and troubleshooting elements," Scherf said. “However, as this market matures, offerings will include support of new devices such as smartphones and tablets. Providers will augment their traditional warranties and service plans with additional services based on a holistic model of support that focuses on time-of-purchase and includes assistance throughout the lifecycle of a technology or service.”
For more information about Consumer Technical Support Services: Overview and Opportunities for SMB Technical Support , visit http://www.parksassociates.com or contact 972-490-1113, sales@parksassociates.com.
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