This report analyzes how consumer electronics retailers and PC OEMs are building support capabilities. It provides an overview of the key services being offered and discusses the role of support businesses in the context of revenue and new service category creation. It also provides primary consumer data and includes forecasts for different categories of premium technical support services through 2014.
'As a significant percentage of consumers are seeking to have professional technical support services offered to them at the time of a new computer or consumer electronics purchase, retailers are well positioned to create new revenue streams,” said Kurt Scherf, vice president and principal analyst with Parks Associates. “They can also be well positioned to provide after-purchase and break/fix support services via truck rolls, in-store services, or remote support services.”