The Evolution of Tech Support: Trends and Outlook, Second Edition

This report examines changes in the digital product adoption of broadband households and in the technical support needs of consumers. The report analyzes market and business model trends as well as emerging business strategies among providers. It also assesses market size and forecasts the revenue opportunity of premium technical support services in the U.S.

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The Bottom Line


1.0            Report Summary

1.1            Purpose of Report

1.2            Scope of Report

2.0            Market Demand

2.1            Computing Devices

2.2            Entertainment Devices

2.3            Smart Home Devices

3.0            Consumer Approach to Problem Solving

3.1            Self-help

3.2            Premium Professional Support

3.2.1         Subscriptions

4.0            Support Opportunities and Challenges

4.1            Privacy and Enablement Services

4.2            Warranty Partnerships

4.3            Smart Home Support

4.4            Service Renewal

5.0            Support Process Improvement

6.0            Process Enhancement

6.1            Video-based Support

6.2            Social Media

7.0            Forecast

7.1            Set-up/ Installation

7.2            One-time Support Services

7.3            Subscription Services

7.4            Total Revenue

8.0            Implications and Recommendations

9.0            Appendix

9.1            Examples of Retailer Premium Technical Support Services

9.2            Examples of CE Manufacturer Premium Technical Support Services

9.3            Examples of Broadband Service Provider Premium Technical Support Services

9.4            Examples of Software Vendor Provider Premium Technical Support Services

9.5            Research Approach/Sources

9.6            Glossary

9.7            Company Index

Consumer Electronics Ownership (2009 – 2014)
Computing Device - Penetration and Problems
Home Entertainment Product Adoption (2009 - 2014)
Entertainment devices - Penetration and Connection Rates
Number of Technical Problems by Device (Q3/14)
Ownership of Any Smart Home Device (2014)
Smart Home Devices: Technical Problems Experienced (Q3/14)
Diagram tracking problem resolution among broadband households
Problem Resolution for Smart Home Devices (2014)
Familiarity with Self-Help Tools by Type of Provider (Q3/14)
Helpfulness of Self-Help Tools (Q3/14)
Helpfulness of Self-Help Tools, cont. (Q3/14)
Interest in Premium Support Services
Service Offerings by Consumer Technology Brands
Type of Company Providing Subscription Technical Support Plan by Device (Q3/14)
Use of Extended Warranty/Support Plans for Devices (Q3/14)
Comprehensive Support and Warranty Bundles
Length of Time Subscribing to Technical Support Plan (Q3/14)
Number of Times Using Subscription Technical Support Plan in Past 12 Months (Q3/14)
Video Chat Solution Vendors
Forecast Methodology Set-up/ Installation Services
Total Revenue: Set-up and Installation Services
Forecast Methodology One-time Support Services
Total Revenue: One-time Support
Forecast Methodology Subscription Support Services
Total Revenue: Subscriptions Support Services
Total Revenue - Consumer Technical Support Services

Publish Date: 4Q 2014

Pages: 58

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

© December 2014 Parks Associates
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