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Consumer Concerns for Malware and Identity Theft to Help Drive Next Stage in Tech Support Service

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New research from Parks Associates finds that 50% of U.S. broadband households are very concerned about viruses spyware and 50% are very concerned about data or identity theft, which will be among the key incentives to expanding the adoption of tech support services in the IoT.

"Support service subscription rates have remained largely unchanged from 2014 to 2015, but more subscribers are using their support services," Samuels said. "Retention has also improved, even among subscribers who have never used the service -- more than 40% are very likely to renew their subscriptions. Companies offering tech support need to focus on bringing in new subscribers, and consumer concerns about security and privacy present an opportunity, where even consumers who have never considered a technical support service show strong concerns. At CES 2016, there will be a renewed focus on tech support as a value-added service to protect connected device owners against malware, device hacks, and privacy violations."

Their report shows currently three-fourths of U.S. broadband households have never had a tech support subscription for computers, smartphones, tablets, and other electronic devices. Fewer consumers in younger age groups subscribed to support services in 2015 than in 2014, while subscriptions among older age groups increased over the same period.

"The demographic profiles of technical support subscribers are changing," Samuels said. "Consumers 65 years and older are the highest adopters of technical support subscriptions, with 22% subscribing to a support service."

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Tags: virus  malware  iot  USA