Annual U.S. revenues for remote technical support services will grow to $2.6 billion by 2013, according to a new report from Parks Associates. Digital Home Tech Support: Analysis and Forecasts finds that increased demand and technical innovations will allow retailers, broadband service providers, and third-party providers to grow their customer base and increase revenues across an array of support areas, including PC setup and troubleshooting, home networking setup and support, and PC tune-up services.
“On-site and in-facility repair services once dominated consumer technical support,” said Kurt Scherf, vice president, principal analyst, Parks Associates. “Today, remote support services allow consumers to keep equipment at home while still giving them access to expert assistance. People are already looking for something to solve their digital challenges and are very interested in these offerings.”
Scherf said that the creation and use of automated and deep-diagnostic tools are creating greater efficiency and scale. These tools are especially important as retailers and service providers integrate enhanced support services into new products and subscriptions, which will help grow the number of U.S. households with remote support to over 10 million by 2013.
“Given this increase in adoption, providers will have to manage service delivery to scale their businesses,” Scherf said. “In particular, the use of diagnostic tools and automated software will help providers increase profitability and deliver more proactive services that can help boost recurring subscription revenues.”
Digital Home Tech Support: Analysis and Forecasts analyzes the market for U.S. consumer technical support services and software solutions, with forecasts and briefings from more than 30 companies. For more information, visit http://www.parksassociates.com, or contact 972-490-1113, sales@parksassociates.com. Go to http://www.parksassociates.com/support to purchase report online.
About Parks Associates: Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start-ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.
The company's expertise includes new media, digital entertainment and gaming, home networks, Internet and television services, digital health, mobile applications and services, consumer electronics, and home control systems and security.
Each year, Parks Associates hosts executive thought leadership conferences CONNECTIONS™, with support from the Consumer Electronics Association (CEA®), and CONNECTIONS™ Europe. In addition, Parks Associates produces the online publication Industry Insights in conjunction with the CONNECTIONS™ Conference series.
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