75 percent communications providers affirmed that they
expect to offer integrated technical services over next two years. While49
percent providers believe that other companies may influence their customer
base if they do not provide technical assistance.

 

According to a survey done by
Accenture, most of the global communication providers believe that the time has
come to provide multi-device technical support to customers, as customers use
laptops, smartphones and tablets interchangeably for business and personal use.

 

73 percent believe their industry is well positioned to
address consumers’ needs for technical help with devices such as mobile phones
and smartphones. 86 percent providers cited their own company’s trusted
relationship with customers as a reason to provide such technical support for
mobile phones and smartphones.

 

More than half believe they have a competitive advantage
because they already provide service for mobile phones and smartphones, which can
function as a hub” for other home, personal or office electronics devices.

 

However, as per another survey done on smartphone
consumers by Accenture, 58 percent of the smartphone consumers said that for
technical support they would approach smartphone providers, rather than
communication providers.

 

By contrast, 80 percent of communications providers said
their industry was a good fit to provide mobile phones or smartphones with
technical support.

 

People use their Internet-connected and mobile devices across
their home and work environments, creating an atmosphere of complexity that
makes technical support,” said Kurt Hogan, executive director, Premium
Technology Services in Accenture’s Communications practice.

 

Comparing this survey with the earlier,
consumer-focused survey revealed that providers and consumers have different
opinions regarding technical service delivery options and methods. 51 percent
of providers believe consumers prefer technical assistance delivered through a
contact center; 29 percent of providers said consumers would prefer in-home
technical assistance; and 7 percent said they believe customers want support in
retail stores where they purchase their devices.

 

However, consumers in the Accenture survey said they’d
welcome delivery of support in a variety of non-traditional ways, including
self-directed service with online support (39 percent) or provided by
technicians via email or online chat (39 percent). And, one-third (33 percent)
expressed interest in having support provided by technicians who could remotely
access their computer at night or during some other down time.”

 

On the matter of alignment on the timing and price point
of the technical support offer, 45 percent of providers believe that consumers
would be more likely to purchase routine, preventive computer maintenance after
they experience computer problems and were in touch with a technician on a
phone, rather than contracting for such service at the time they purchase a
device.

 

Accenture also asked providers if their company had the
capability to offer integrated technical support. Fifty-nine percent said that
offering remote diagnostic service for mobile phones and smartphones would
require capabilities that most communications companies currently do not have
in-house. Thirty-nine percent said that integrated technical support for mobile
phones or smartphones would be worth offering, but only if the actual service
could be outsourced and handled by another company, and 39 percent said it
would be worth the investment to establish an in-house capability.

 

By Telecomlead.com Team
[email protected]