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市場調查報告書

技術支援的演進:趨勢與展望

The Evolution of Tech Support: Global Trends and Outlook

出版商 Parks Associates 商品編碼 268547
出版日期 內容資訊 英文 64 Pages
商品交期: 最快1-2個工作天內
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技術支援的演進:趨勢與展望 The Evolution of Tech Support: Global Trends and Outlook
出版日期: 2015年12月18日 內容資訊: 英文 64 Pages
簡介

本報告提供全球各地區 (北美、西歐、亞太地區) 的家用寬頻的技術支援的市場相關分析、市場整體環境和最新形勢、經營模式的概要與今後的方向性、高級支援服務的需求和今後的市場機會、全球&各地區市場規模的實際成果值/預測值等調查評估。

第1章 報告概要

  • 報告的目的
  • 報告的範圍
  • 分析方法/資訊來源
  • 本報告的問題認知

第2章 推動因素與市場需求

  • 設備擁有情形
  • 設備問題的發生頻率
  • 發生問題的種類

第3章 問題解決的方法

  • 支援用資源的利用
  • 專門/高級支援的利用

第4章 經營模式的演進

  • 支援對象設備的擴張
  • 以新的付款方式吸引、獲得客戶
  • 透過複數的服務流通管道的設定,維持市場規模
  • 提供服務的擴充

第5章 市場預測

  • 預測手法
    • 設定、安裝服務
    • 一次性支援服務
    • 定期契約型服務
  • 北美
  • 歐洲
  • 亞太地區

第6章 分析的意義與建議

第7章 附錄

  • 詞彙表
  • 目錄
  • 資訊來源

圖表一覽

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目錄

This report provides an overview of the technical landscape of broadband households throughout the world, including North America, Western Europe, and Asia/Pacific. It examines the demand for premium support services and evaluates industry trends in each region. This report provides a global revenue forecast for premium technical support services.

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Table of Contents

1.0 Report Summary

  • 1.1 Purpose of Report
  • 1.2 Scope of Report
  • 1.3 Research Approach/Sources
  • 1.4 Key Questions Addressed

2.0 Drivers of Market Demand

  • 2.1 Device Ownership
  • 2.2 Frequency of Device Problems
  • 2.3 Types of Problems Encountered

3.0 Methods of Problem Resolution

  • 3.1 Use of Support Resources
  • 3.2 Use of Professional and Premium Support

4.0 Business Model Evolution

  • 4.1 Expanding Device Coverage
  • 4.2 New Payment Models Gaining Traction
  • 4.3 Multiple Service Channels Retain Value
  • 4.4 Expanding Product Offerings

5.0 Forecast

  • 5.1 Forecast Methodology
    • 5.1.1 Set-up and Installation Services
    • 5.1.2 One-time Support Services
    • 5.1.3 Subscription Services
  • 5.2 North America
  • 5.3 Western Europe
  • 5.4 Asia-Pacific

6.0 Implications and Recommendations

7.0 Appendix

  • 7.1 Glossary
  • 7.2 Index
  • 7.3 Image Sources

Figures

  • Average Number of Connected Devices in Broadband Households
  • Computing Device Penetration (2015)
  • Entertainment Device Penetration (2015)
  • Popular Smart Home Device Penetration (2015)
  • Number of Technical Problems by Device - U.S. (Q3/14)
  • Number of Technical Problems by Device U.K. and Germany (Q3/15)
  • Number of Technical Problems by Device France and Spain (Q3/15)
  • Enablement Support Needs by Country
  • Device-Specific and Performance Problems by Country
  • Connectivity and Interoperability Problems by Country
  • Security/Privacy-Related Problems by Country
  • Steps Taken to Resolve Technical Problem (Q3/14)
  • Method of Problem Resolution by Country - U.K. and Germany (Q3/15)
  • Method of Problem Resolution by Country - France and Spain (Q3/15)
  • U.S. Problem Resolution Overview 2014
  • U.K. Problem Resolution Overview 2015
  • Germany Problem Resolution Overview 2015
  • France Problem Resolution Overview 2015
  • Spain Problem Resolution Overview 2015
  • Premium Technical Support Service Model
  • Premium Support Services Available from Major Brands in North America
  • Premium Support Services Available from Major Brands in Western Europe and Asia-Pacific
  • Premium Support Service - Geek Squad U.S.
  • Premium Support Service - Geek Squad Canada
  • Premium Support Service - Deutsche Telekom
  • Membership Service Model - Geek Squad Canada
  • Importance of Technical Support Capabilities
  • Enrollment in Extended Warranty/Technical Support Subscriptions at Time of Device Purchase
  • Geek Squad Free In-home Consultation for Smart Home Automation
  • Disconnect Online Privacy Support Service
  • Interest in Security/Privacy Support Services (Q3/15)
  • Forecast Methodology - Set-up/ Installation Services
  • Forecast Methodology -One-time Support Services
  • Forecast Methodology - Subscription Support Services
  • Total Revenue - Premium Technical Support Services in North America
  • Total Revenue - Premium Technical Support Services - Western Europe
  • Total Revenue - Premium Technical Support Services - Asia-Pacific
  • Most Important Component of Support Service Package (Q1/15)
  • Features Increasing Technical Support Subscription Renewal (Q3/15)
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