The Next Generation: How Consumer Support Services Will Change in 2015 and Beyond

Published by: IDC

Published: Dec. 6, 2012 - 8 Pages

Table of Contents

IDC Opinion

In This Study

Situation Overview

Introduction

Future Outlook

Essential Guidance

Actions to Consider

Make It Essential

Be Specific

Be General

Support the First Purchase

Use the Internet

Utilize Creative Advertising

Go to Them

Mind the Future

Learn More

Related Research

Synopsis

Figure: Consumer Support Services Revenue, 2009–2014

Figure: Full-Time Degree Enrollment Share, 1982, 1987, 1992, 1997, 2002, and 2007

Figure: Full-Time, Year-Round Workers' Median Annual Earnings by Degree

Abstract

This IDC study examines the potential growth and expansion opportunities in the consumer support services market for support providers. In particular, the study considers how the consumer support services market can adapt to meet the needs of the millennial generation.

According to IDC's support services research, the market for consumer support services could face a number of challenges in the coming years. "Consumers in the millennial generation have a different relationship with technology than the consumers in the previous generations in terms of expertise, experience, and expectations," said Elaina Stergiades, research manager, Software and Hardware Support Services. "Support providers that can adapt offerings and packages to meet their needs are well positioned to serve this segment of the market."

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