Survey: Telcos should offer support for as many devices as possible

As more employees continue to use the same mobile devices for both work and home use, it might be difficult to find a single point of support for multiple gadgets.

Most global telecommunications providers agree on the high value of multi-device technical support to their customers, according to a new survey from Accenture.

The motivation here is that as more employees continue to use the same mobile devices for both work and home use, it might be difficult to find a single point of support for multiple gadgets.

For example, telecommunications providers are realizing the value of being able to diagnose and repair cell phones themselves (over the device manufacturers) as well as being able to provide technical support for other products, such as computers.

Basically, the communications companies could lure in more customers and make more money by turning into one-stop shops.

Kurt Hogan, executive director of premium technology services in Accenture’s communications department, cited another study published by Accenture earlier this year, which found that more than half of the consumers surveyed replied that "they would welcome the opportunity for ‘single company’ technical support, which signals a huge opportunity for someone to claim these digital consumers."

Specifically, here's how the results came in:

  • 75 percent of communications providers plan to offer these services over the next two years.
  • 73 percent of all telecommunications providers think that their industry is well-positioned to address consumers’ needs for technical help with devices such as mobile phones and smartphones.
  • At the same time, 49 percent are concerned that if they don't follow this route with technical assistance, other companies might swoop in and steal customers.

Accenture identifies potential rivals for telecommunications providers include Internet and software companies, cable providers, and retailers, among others.

The room for competition is certainly there. More than half (58 percent) of the smartphone consumers included in Accenture's previous survey remarked that they would turn to mobile phone or smartphone providers – rather than communications providers – as a likely source of technical support for these devices.

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