FREE Webcast: SMB Technical Support Services

Join us for the SMB Technical Support Services: Taking Care of Business Webcast on February 10, 2011 at 1 p.m. Central time sponsored by PlumChoice Business Services.

Register at:
http://www.parksassociates.com/events/webcasts/2011/webcasts_plumchoice.htm

The U.S. Census Bureau estimates that there are more than 11 million small and medium business (SMB) enterprises in the United States (businesses employing between 1-99 employees). According to Parks Associates recently-completed U.S. small business survey (SMB Demand for Technical Support Services, December 2010), 44% of SMBs deal with computer troubleshooting issues on at least a monthly basis. Furthermore, about one-half deal with Internet access issues, 31% troubleshoot networking issues, and 27% deal with server problems. In total, SMBs lose dozens of hours a month in lost productivity dealing with technology troubleshooting.

With often very heterogeneous technology environments, the growing use of server technology, critical needs for data backup, and unique needs for IT support and management, the SMB market has significant demand for one-stop premium technical support services.

Presenters include:

Mike Cooch
Vice President & General Manager, PlumChoice Business Services

Kurt Scherf
Vice President, Principal Analyst, Parks Associates

Parks Associates and PlumChoice will provide attendees with a unique perspective on the SMB technical support marketplace by incorporating actual end-user market research and insight from the leading technology support company, currently serving more than 100,000 SMBs.

Cox Offers Tech Support in Two New England States

From Cable360.net:

Cox Communications has created a technical support service for high speed Internet customers. Cox is offering its Cox Tech Solutions (CTS) to customers in Connecticut and Rhode Island.

CTS is a team of experienced technicians providing remote and in-home Cox technical support for home networking and peripheral equipment like computers, software, and other electronic devices.

Customers can choose from different types of Cox technical support services via phone, remote log-in, or in-home visits. In addition, they also have the option of subscribing to a premium service, which includes:

• Resolution of computer crashes and removal of viruses or spyware;
• Installing and configuring new PC applications or peripheral devices;
• Configuration or repair of home networking;
• Resolution of operating system or software error messages;
• Other PC-related issues.

Customers who subscribe to the $14.99 monthly service plan will have access to unlimited phone and remote log-in premium technical support, as well as discounted in-home services. The plan covers the entire family - up to four computers. The subscription requires an initial home computer tune-up at a cost of $99.99.

Mobile technical support offerings - a trend to watch

While the Mobile World Congress was abuzz with smartphones, operating systems, and apps, I was following announcements related more to enhancing mobile support applications. Given the interest in this space expressed to me during some CES meetings, mobile support is an area that we are adding to our digital home tech support coverage.

I would classify the mobile support offerings into three categories:

• Mobile security: These features can include "safe browsing" and anti-theft features (such as remote lock or remote wipe capabilities) if a smartphone gets lost or stolen. Companies such as F-Secure and bsecure are active in this space.
• Mobile device management: This kind of feature is going to be utilized more in the enterprise sector, where IT support for Blackberry devices can be managed more efficiently by delivering services remotely. From personal experience, I know how difficult it can be to reconnect a Blackberry to the office Exchange server after a power outage. With remote device management, the IT professional can actually take control of the handset and facilitate updates and other needed maintenance. Companies such as Motive (Alcatel-Lucent), BOMGAR, LogMeIn, and AetherPal provide solutions in this space.
• Tech support as a value-added service offering: Just as certain landline providers are now rolling out premium tech support services, I would expect mobile operators to also deploy PC care services. This is already happening with companies such as RSUPPORT in Asia. As mobile operators deploy more netbooks, smartbooks, and mobile Internet devices, they will probably want to address remote support for these devices as well.
• Mobile backup: Uploading contacts from a mobile phone to a secure remote storage service is something offered by a number of carriers. As we see continued migration toward smartphones that can store a growing amount of media, I think you'll see mobile backup move to also secure photos, music, and video.

Ziggo unveils technical support services

In a press release that we issued last week, we stated that the European market for digital home technical support services was wide open, as consumers tend to look at a variety of potential providers - retailers, independent companies, PC OEMs, and broadband providers - to solve PC and other home technology problems. These results come from our Customer Support in the Digital Home: Europe study.


Ziggo has now launched a tech support service in The Netherlands. Service Plus includes both phone in-home support for a variety of technical problems.

Consumer demand, technical innovations to push U.S. revenues for Remote Technical Support Services to $2.6 Billion by 2013

Retailers and broadband service providers to drive market for remote tech support to over 10 million U.S. households --

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. 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.

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. 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 the full press release, click here.