variance in the tech experience


Barriers and Best Practices in Tech Support

Executive Summary

High Degree of Proud, Computer-Dependent Users
The survey revealed a very high degree of computer dependency in daily life, with a vast majority of consumers relying on the computer to help them navigate through the day. In addition, more than three-quarters of these computer users consider themselves as capable and profitcient on the computer, which might suggest that they are well-prepared to handle problems or issues that come up with the operation of the computer. However, further findings show that slowdowns, disruptions, viruses and connection problems trouble even these savvy users, driving the need for better means of quick, cost-effective remote issue resolution.

Computer Stress Syndrome is Prevalent
The reality is that numerous, persistent problems are troubling most computer users, creating unnecessary anguish and anxiety as a result. Whether the troubles be long boot-up times, slow processing, shoddy wireless or Internet access, or a host of spyware and virus threats, nearly two-thirds have needed to contact technical support assistance and/or have experienced Computer Stress Syndrome in the past year. Digitally dependent users are getting fed up and frustrated with the current state of computer related stress, and clearly looking for a better way to address and reduce it.

DIY / Cheap Route May be Costing Consumers
A majority of computer users are attempting to deal with the problem through a number of home-grown means. Whether through a do-it-yourself (DIY) or do-nothing approach or relying on friends or family for answers, almost two-thirds are not taking a methodical and consistent approach to relieving their issues and stress. Support cost seems to be a big factor. And almost half of those who have tried a support service are not happy with and/or are not satisfied with the cost of currently available service. They complain of long service wait times, lack of resolution and language barriers of the technicians.

Computer Downtime Detrimental
Users point to a variety of negative impacts that stem from unresolved computer issues, including undue stress, life interruptions, lost information and transaction disruption. The hours and days of wasted time toiling with computer troubles are taking their toll, causing people to rethink the value of alternative effective support solutions.

Early Signs of the Remote Revolution
Some signs are encouraging, however, as respondents say they are willing to pay $50 or more for remote, always-on tech support. And they point to a variety of criteria
with which they evaluate computer tech support beyond just cost to include skill, time, availability and flexibility of service, suggesting that they are getting more sophisticated and demanding in what they look for and expect in superior service. These early signs point to a “Remote Revolution” in which consumers begin to evaluate alternatives to address Computer Stress Syndrome and the root causes of it in a more effective, efficient and disciplined way