Identify theft, virus fears driving new demands for tech support services
New research from Parks Associates (www.parksassociates.com) shows that over 50% of U.S. smartphone and tablet owners are interested in tech support services that provide protection against loss, theft, or virus/infection, despite less than 10% experiencing such problems.
The research also notes that over one-fourth of U.S. broadband households are likely to purchase Internet-capable home monitoring products.
"Even though consumers encounter a wide range of problems with smartphones and tablets, they show highest interest in receiving support services that protect and secure their devices," says Patrice Samuels, research analyst, Parks Associates. "For example, 55% of smartphone owners want a service that protects their device from viruses and identity theft, and approximately 50% want a service that repairs or replaces their device if accidentally damaged, even though short battery life and establishing a network connection are the most common problems experienced."
The Internet of Things is taking shape as over 40% of U.S. broadband households are likely to purchase a smoke/fire detector that can be managed and monitored remotely, while over 25% are interested in connected motion/window sensors and smart thermostats, Samuels adds. As consumers adopt new categories of devices, including home automation and home monitoring devices, new support opportunities emerge.
Parks Associates analysts recommend support providers invest in automation strategies to address routine technical issues more efficiently. Tier-0 solutions will be particularly important as more emerging devices enter the home. Emphasizing security-related support offerings when selling or marketing support will also be a key strategy going forward.