US tech support revenues top $5 billion by 2014

As the consumer demand for remote online services and solutions grows, so will the technical support industry. And according to market analyst Parks Associates, this industry will garner $5 billion by 2014, with about half earned from remote technical support services.

The analyst says that the development of remote online solutions will complement the growing premium tech support industry, including retailers and service providers, by improving marketing channels and automated and live support services. The channels range from broadband providers, Internet security vendors, PC OEMs to CE retailers.

"Our research has consistently found that assistance with home technologies, including PCs, home networks, and AV equipment, is the top value-added service that a broadband provider can deliver," said Kurt Scherf, VP, principal analyst, Parks Associates. "Consumer desire for attached support—that is, additions such as extended warranties and protection plans, setup and configuration, delivery and installation—can also help retailers add revenue to the sale of a variety of CE. Aftermarket care in the form of PC tune-ups and troubleshooting provides a consistent and proactive form of technical care services."