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市場調査レポート
デジタルホームのテクニカルサポート市場：分析・予測
Digital Home Tech Support: Analysis and Forecasts
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Abstract
SYNOPSIS
This report provides analysis on the business of digital home customer
support. It examines the market for technical support services for such
digital lifestyles categories as PCs, Internet, and consumer electronics. It
provides an overview of key companies providing both technology support
services and solutions and includes market forecasts through 2013.
“The market for digital home technology support is one of the most
dynamically-growing segments,” said Kurt Scherf, vice president
and principal analyst with Parks Associates. “As consumers grapple with
ever-more complex digital home technology headaches, ‘DIY' is quickly
becoming ‘do-if-for-me,' which opens up significant opportunity for many
players.”
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
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