BWW Geeks World

Report: 72% of Consumers Expect Tech Support to Solve all Their Gadget Woes

Related: Report, Data, News
Report: 72% of Consumers Expect Tech Support to Solve all Their Gadget Woes

International research firm Parks Associates announced new tech support research today showing the do-it-yourself (DIY) model is the dominant, but not preferred, method for consumers setting up new connected or mobile devices.

The firm's Creating Holistic Consumer Technology Support Services reports, among U.S. broadband households purchasing new devices, 81% set up a new tablet on their own, 72% set up a smartphone on their own, and 60% set up a new home network on their own. However, only 51% of these consumers overall would prefer the DIY method on the next setup. Smartphones were the devices most commonly set up by broadband households over the past 12 months.

"Improvements in automated device discovery and intuitive interfaces have boosted DIY setup on new devices, but a significant percentage of people prefer assistance," said Patrice Samuels, research analyst, Parks Associates. "Meeting this demand through premium technical support services provides outstanding growth opportunities for retailers, CE manufacturers, and service providers and creates opportunities to build long-term relationships with consumers."

Parks Associates estimates U.S. tech support revenues will exceed $8 billion in 2017.

The interconnectedness and interdependence among devices in the digital home blur the lines for ownership of a problem, so approximately 25% of consumers with a networking-related problem contacted their broadband service provider for assistance, regardless of where they purchased the home networking equipment. In response, providers such Comcast and CenturyLink have expanded their support services to include services, traditionally out-of scope, available on a premium or paid basis.

Chart: http://blast.parksassociates.com/extras/pressreleases/2013/techsupport-2013-pr.gif

"Consumers want a solution that covers their support needs for all of their gadgets-computers, tablets, and smartphones; 72% of consumers interested in technical support feel the service should be able to fix every technical problem they experience," Samuels said. "Support services will have to expand in order to effectively meet consumers' support needs."

Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. http://www.parksassociates.com

GEEKS VIDEOS

STAGE TUBE: First Look at Second Episode of Telltale's GAME OF THRONESSTAGE TUBE: First Look at Second Episode of Telltale's GAME OF THRONES VIDEO: Watch President Obama's 2015 State of the Union Speech - LIVE!VIDEO: Watch President Obama's 2015 State of the Union Speech - LIVE! Video: YouTube Stars to Interview President Obama - And You Can Too!Video: YouTube Stars to Interview President Obama - And You Can Too! VIDEO: ELLEN Responds to Accusations of Having 'Gay Agenda'VIDEO: ELLEN Responds to Accusations of Having 'Gay Agenda' VIDEO: Google Jumping More into Education with Google ClassroomVIDEO: Google Jumping More into Education with Google Classroom VIDEO: Nintendo Shows Off New Nintendo 3DS XLVIDEO: Nintendo Shows Off New Nintendo 3DS XL VIDEO: Space Ship? No. D-Link Unveils ULTRA Performance Series of 11AC RoutersVIDEO: Space Ship? No. D-Link Unveils ULTRA Performance Series of 11AC Routers Video: D-Link Launches Industry's First Gigabit PowerLine Kits with MIMOVideo: D-Link Launches Industry's First Gigabit PowerLine Kits with MIMO VIDEO: LaCie Unveils Mirror Portable Hard Drive; Encased in Glass & Designed for LooksVIDEO: LaCie Unveils Mirror Portable Hard Drive; Encased in Glass & Designed for Looks VIDEO: Sneak Peek at the Angry Birds Christmas Special SANTAMENTAL MEVIDEO: Sneak Peek at the Angry Birds Christmas Special SANTAMENTAL ME STAGE TUBE: Samsung Canada Celebrates Launch of the NX1 with Short Film Starring Joseph Gordon LevittSTAGE TUBE: Samsung Canada Celebrates Launch of the NX1 with Short Film Starring Joseph Gordon Levitt VIDEO: Aidy Bryant Reaches 10,000 Tweets from Cut Sketch from Last Week's SNL; Watch Below!VIDEO: Aidy Bryant Reaches 10,000 Tweets from Cut Sketch from Last Week's SNL; Watch Below! Fully Restored Video: Craigslist 1996 Nissan Maxima CompletedFully Restored Video: Craigslist 1996 Nissan Maxima Completed VIDEO: CONAN Meets Digitzed Kevin Spacey in 'Call Of Duty: Advanced Warfare'VIDEO: CONAN Meets Digitzed Kevin Spacey in 'Call Of Duty: Advanced Warfare' VIDEO: It's Here! Starwood's Keyless Entry Launches Today!VIDEO: It's Here! Starwood's Keyless Entry Launches Today! New Video: Immigration Enforcement Needed to Counter Criminal and Terrorist ThreatsNew Video: Immigration Enforcement Needed to Counter Criminal and Terrorist Threats

Subscribe for News & Specials