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1.0 Report Summary
1.1 Purpose and Scope of Report
1.2 Data Sources
1.3 Companies Briefed
2.0 CE Purchases and Support
2.1 Consumer Electronics Buying Trends
2.1.1 Purchase Location
2.1.2 Support Features Purchased with Consumer Electronics
2.2 Specific Consumer Electronics Purchases
2.2.1 Home Computers
2.2.2 Home Networks
2.2.3 Televisions and Home Theater Systems
3.0 Retailers and Technical Support Services
3.1 Tech Support - Moving Beyond “DIY”
3.2 Tech Support Services: Consumer Demand and Overview
3.2.1 Computer Troubleshooting Services
3.2.2 Computer Tune-up
3.2.3 Home Network Set-up and Troubleshooting
3.2.4 Remote Tech Support Services
4.0 Forecasts
4.1 New Computer Set-up
4.2 In-store and On-site Home Computer Troubleshooting
4.3 Remote Home Computer and Home Network Troubleshooting
4.4 Home Computer Tune-up Services
4.5 Home Network Set-up and Configuration
4.6 Total Revenues
5.0 Conclusions and Recommendations
5.1 Extending the Customer Lifecycle
5.2 Retailers Take a More Proactive Role in Pre-purchase Advice
5.3 Selling Support Services via Online Channels
5.4 Using Video for New Product Training
5.5 Scaling Support Services
5.6 Online Marketplaces for IT Professionals
5.7 Recycling Offerings
© April 2010 Parks Associates
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Printed in the United States of America.
Disclaimer
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.
