Skip to main content

Demand for Digital Home Managed Services

Growing complexity in consumer technology creates both challenges and opportunities. The expansion of technology within the home has been accompanied by device installation and troubleshooting problems that often require specialized knowledge.

To help consumers overcome these challenges, IDC believes a new generation of tech support services is rising up that leverages the Internet to provide assistance remotely and directly.

"Technology has become more deeply entwined in consumers' lives while consumer support options have remained limited and often unsatisfying," said Matt Healey, research manager, Software and Hardware Support Services at IDC.

"However, we are quickly reaching the point where certain devices and applications are considered mission-critical in the home. This means more consumers will require, and be willing to pay for, a higher level of support to ensure smooth operations at home."

To better understand the technology problems that consumers are encountering, IDC analyzed more than 10,000 consumer support sessions captured by support service provider PlumChoice. Key findings from this market study include:

- PC software and operating system problems were the most common, representing 41 percent of the support sessions analyzed.

- Security problems, particularly issues associated with viruses, spyware, and malware, were the second most common session type representing 23 percent of the sessions. Despite the high number of security related sessions, 82 percent of consumers indicated that they had security software installed. This suggests that consumers are not regularly updating the software to meet new threats.

- Other categories where consumer support is regularly needed include PC performance issues, networking, PC hardware, and peripherals that connect to the PC or network.

"IDC believes the market for consumer support services will continue to expand as better options become available to consumers and as the costs of providing these services continues to decline," added Healey.

"The service providers that will succeed in this market will invest in providing remote support services and develop support capabilities that extend beyond the PC."

I believe that "simplicity, by design" is still in the priority category of an afterthought for the vast majority of consumer product designers. That said, demand for digital home managed services will continue to escalate, given this backdrop.

Popular posts from this blog

Trillion-Dollar Smart Power Grid Transformation

The global energy landscape is undergoing a significant transformation. Renewable energy sources like solar and wind are rapidly gaining ground as we transition towards net-zero emissions. However, this transition hinges on a crucial but often overlooked factor: the modernization and expansion of our aging power grids across the globe. For decades the backbone of our electricity delivery system has been largely static. The influx of variable renewable energy sources like solar and wind presents a new challenge. Smart Power Grid Market Development Integrating these resources effectively requires a Smarter, more Responsive grid that can handle fluctuating power generation and efficiently distribute it across vast distances. This is where a new trillion-dollar energy market growth opportunity emerges. According to a recent worldwide market study by ABI Research, global investments in public grid digitalization and transmission network expansion must exceed $4 trillion by 2030 to meet our