Getting help for a problem PC can be confusing and frustrating. Tech support is costly and impersonal. And often it doesn’t fix the problem, or it requires consumers to call multiple times before getting help.
A growing number of startups think they have a better idea. Instead of asking consumers to call a customer support line, they are offering virtual marketplaces that aim to pair — over the Internet — consumers experiencing particular technology problems with experts who specialize in those issues.
Think of it as an eBay for tech support.
You can choose the technician who offers what you need at the right price, and then get help right away. In some cases, the services provide software that allows technicians to remotely diagnose and fix the problem.
Growing demand
Tech research firm IDC estimates that the broad U.S. market for support services, including the sale of extended warranties and subscription packages, will grow from about $2 billion in 2007 to $3.6 billion in 2012.
One of the factors likely to drive that growth is the economic downturn, analysts say.
“With the economy [in recession], consumers will choose first to look at fixing their computer problem or optimizing the performance of their PC before buying a new computer,” said Kurt Scherf, vice president and principal analyst at Parks Associates, a technology consulting firm.
Needs unmet
Demand for technical support is growing, but consumers frequently don’t get the help they need.
Consumers who called their computer’s manufacturer had their problems resolved only 59 percent of the time, according to a 2007 study by Consumer Reports.
Meanwhile, more than half of consumers who experienced security-related problems ended up contacting technicians multiple times to try to get them solved, according to IDC.
Fortunately, consumers have a growing number of options. Services such as the Geek Squad will send technicians to consumers’ houses to examine problems. Others such as Peak 8, Support.com and PlumChoice offer support over the Internet.
One step beyond
CrossLoop and rivals such as SupportSpace and OnForce take the remote support idea a step further. In addition to allowing consumers to shop around for the best person to address their problems, the services also allow them to deal with the same individual technician in the future.
“It’s like taking your car back to the same shop that you get your oil changed in,” Scherf said.
CrossLoop aims to connect consumers to “a real person whose business is dependent on how they solve your problem,” said Mrinal Desai, the company’s co-founder and vice president of sales and business development.
Rising popularity
Computer support marketplaces are still new, but they seem to be gaining steam. CrossLoop officially launched its support site in spring 2008 and now has 15,000 support technicians offering services through it. SupportSpace, which also launched its market last year, has connected consumers and experts 19,000 times.
Earlier this year, Michael Phillips, an author and marketing consultant who lives in San Francisco, contacted a technician on CrossLoop to help speed up the performance of his two computers. When Phillips had computer problems in the past, he took his machines to local repair shops. But it usually took them days to fix his problems, and charges were close to the replacement cost of his computers.
The CrossLoop expert fixed each of his computers within an hour for $90.
“This is such an enormous improvement,” Phillips said.
src: http://www.sun-sentinel.com/business/sfl-flztechsupport0222sbfeb22,0,7347288.story