Digital Home Tech Support: Analysis and Forecasts

Table of Contents

1.0 Notes on Methodology

• 1.1 Data Sources
• 1.2 Companies Briefed

2.0 Defining the Opportunity for Tech Support Services

• 2.1 Growth of Home Tech: The Good and the Bad
• 2.2 Headaches in the Digital Home
• 2.3 DIY or “Do-it-for-Me”?
• 2.4 A Starting Point: Sizing the Market in 2008

3.0 Digital Home Tech Support Categories

• 3.1 Categories of Digital Home Tech Support
• 3.2 Support at the Time of New Product Purchase
• 3.3 In-store/On-site Support
• 3.4 PC Performance Enhancement Tools
• 3.5 Home Network Installation and Configuration Software
• 3.6 Remote Tech Support
  • 3.6.1 The Remote Tech Support Business
  • 3.6.2 Services Offered by Remote Tech Vendors
  • 3.6.3 Service Providers and Remote Tech Support
    • Remote Support in a Defensive Capacity
    • Remote Support in an Offensive Capacity
  • 3.6.4 Enhancing the Delivery of Remote Tech Support Services
    • Quantifying Out-of-Band Support Opportunities
    • Remote Support Service Enhancements
    • Simplified and Persistent Connectivity
    • Enhanced Diagnostics/“Flight Data Recorder and Control”
    • Remote OS Capabilities Offer Efficiencies and New Capabilities
    • Enhancements to Existing Services

4.0 Forecasts

• 4.1 In-store and On-site Home Computer Troubleshooting
• 4.2 New Home Computer Set-up
• 4.3 Remote Home Computer and Home Networking Troubleshooting
• 4.4 Remote Home Computer Tune-up
• 4.5 On-site Home Networking Troubleshooting
• 4.6 On-site Home Networking Troubleshooting
• 4.7 Total Revenues

5.0 Conclusions and Recommendations

• 5.1 For Service Providers
• 5.2 For Retailers and Home IT Support Companies
• 5.3 For Digital Home Product Vendors
• 5.4 What to Watch: Holistic Support Services

Figures

• Growth of PC Households, Broadband, and Home Networks: U.S. Households
• Consumer Sentiments about Home Technology
• Likelihood of Buying a PC
• Sizing the Potential for Tech Support Services
• Percentage of Consumers Solving Tech Problems with DIY or Friends and Family
• Resources Used to Help Solve Home IT Problems
• Who Installed Home Networking Equipment?
• For What Types of Home Computer Issues Would Consumers Consider Professional Tech Support?
• Interest in Professional Support for Home Networking Issues
• U.S. Revenues from Digital Home Tech Support Services: 2008
• Key Categories and Solutions: The Customer Support Value Chain
• Additional Computer Feature Purchases
• Interest in PC Support Features
• Services Purchased with Consumer Electronics
• CE Device Support Feature Purchase Intentions
• Use of In-home or In-store Tech Support Services
• Geek Squad/Best Buy Services Overview
• PC Performance Enhancement Tools
• Home Network Installation and Configuration Tools
• What PC Support Services are Most Desired?
• Notable Remote Support Vendors
• Top Services Offered by Remote Support Vendors
• Remote Support Resolution Success Rate
• Broadband Service Providers Contacted for Tech Support
• Trusted Tech Service Sources
• Single vs. Multiple Service Providers
• Interest in Tech Support Services from a Broadband Provider
• Broadband Provider Remote Support Services
• Quantifying the Potential for Remote Out-of-Band Support
• Daily Call Volume Breakout: Remote Support Vendors
• Key Assumptions for In-store and On-site Home Computer Support Services
• Key Assumptions for New Home Computer Set-up Services
• Key Assumptions for Remote Home Computer/Home Networking Services
• Key Assumptions for Remote Home Computer Tune-up Services
• Key Assumptions for On-site Home Networking Troubleshooting Services
• Key Assumptions for Home Network Set-up Services
• Total Revenues: Digital Home Technical Support (Table)
• Total Revenues: Digital Home Technical Support (Chart)
• Customer Support Lifecycle