The Evolution of Tech Support: Global Trends and Outlook

  • ID: 3608780
  • Report
  • Region: Global
  • 64 Pages
  • Parks Associates
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Nearly 50% of Consumers Who Have No Plans of Renewing Their Support Subscriptions Would Renew if the Service Tuned-Up Their Devices Monthly

FEATURED COMPANIES

  • Best Buy / Geek Squad
  • Facebook
  • KPN
  • Office Depot
  • Staples
  • Telefonica
  • MORE
This report provides an overview of the technical landscape of broadband households throughout the world, including North America, Western Europe, and Asia/Pacific. It examines the demand for premium support services and evaluates industry trends in each region. This report provides a global revenue forecast for premium technical support services.

Report Topics:

- Overview of primary support needs among global consumers.
- Evaluation of consumer approaches to solving technical problems in different regions.
- Support strategies and business model trends among market leaders.
- Importance of privacy and security support to consumers and variations across countries.
- Market forecast of revenue opportunities through 2019.

Key Questions Addressed:

1. What are the major types of problems consumers across different regions encounter with their connected devices?
2. What steps are consumers likely to take when resolving technical problems?
3. Which regions present the strongest opportunities for premium technical support?
4. What are the common business models used to provide support in different regions?
5. What is the magnitude of security and privacy concerns in different regions?
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Best Buy / Geek Squad
  • Facebook
  • KPN
  • Office Depot
  • Staples
  • Telefonica
  • MORE
1.0 Report Summary
1.1 Purpose of Report
1.2 Scope of Report
1.3 Research Approach/Sources
1.4 Key Questions Addressed

2.0 Drivers of Market Demand
2.1 Device Ownership
2.2 Frequency of Device Problems
2.3 Types of Problems Encountered

3.0 Methods of Problem Resolution
3.1 Use of Support Resources
3.2 Use of Professional and Premium Support

4.0 Business Model Evolution
4.1 Expanding Device Coverage
4.2 New Payment Models Gaining Traction
4.3 Multiple Service Channels Retain Value
4.4 Expanding Product Offerings

5.0 Forecast
5.1 Forecast Methodology
5.1.1 Set-up and Installation Services
5.1.2 One-time Support Services
5.1.3 Subscription Services
5.2 North America
5.3 Western Europe
5.4 Asia-Pacific

6.0 Implications and Recommendations

7.0 Appendix
7.1 Glossary
7.2 Index
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- Best Buy / Geek Squad
- Deutsche Telekom
- Facebook
- HP
- KPN
- McAfee
- Office Depot
- Sam's Club
- Staples
- Swisscom
- Telefonica
- Verizon
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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