PlumChoice and Parks Associates to Present 'Future of Premium Technical Services' Webinar on May 20

BILLERICA, Mass., May 18 /PRNewswire/ -- PlumChoice today announced it will join international research firm Parks Associates in hosting a complimentary webinar, "The Future of Premium Technical Services," on Thursday, May 20, 2010 at 2:00 PM EDT.  The webinar will feature Kurt Scherf, Vice President and Principal Analyst for Parks Associates, and Fred King, Chief Operating Officer of PlumChoice, as they discuss ways organizations can take advantage of the new trends in premium technical services to improve customer satisfaction, enhance revenue, increase customer acquisition and reduce churn.

The remote technical support market is undergoing major changes.  According to Parks Associates research, consumers are increasingly preferring telephone call center support, including remote diagnostics and troubleshooting, over on-site or in-home services*.  While independent IT consultants are the most trusted source for solving home computer-related technical issues, an increasing number of telcos, MSOs, retailers and OEMs are offering white-label remote technical support as a way to attract buyers and increase customer loyalty.

"Service providers are all seeking new ways to find and keep customers.  Premium technical support is a leading tactic in this effort," said Scherf.  "In both one-time and subscription-based alternatives, fast and qualified tech support is a value-add that customers are highly attracted to, even in this 'do-it-yourself' world."

"As the premium technical services industry evolves, our partners are finding both economic and marketing advantages to providing innovative premium support services to customers.  We're driving the market to a new level where advanced technology tools, a highly trained workforce, carrier grade systems and exceptional consumer satisfaction are the minimum requisite capabilities in this market.  Park's market insights are valuable to seeing what is next around the corner," noted King.  During the one-hour webinar Scherf will present the latest results of proprietary research studies, conducted by Parks Associates, on the subject of premium technical services and King will discuss the implications this rapidly changing market has for organizations looking to improve revenues and customer satisfaction through premium technical services.

Kurt Scherf studies developments in home networks, residential gateways, digital entertainment services, consumer electronics, and digital home technical support services for Parks Associates.  He is the sole author or contributing author/analyst to more than 80 research reports and studies produced by Parks Associates since 1998.

Fred King leads PlumChoice's operations as the company's Chief Operating Officer where he is responsible for sales, marketing, IT & product development, service delivery and project management.  He came to the company after a series of successful company exits including Exclaim, Softwatch and Netscape Communications.  

"The Future of Premium Technical Services" is the second in a series of webinars on trends and opportunities in technical support services.  The first, "Enhancing Remote Customer and Technical Support," was offered in March, with a third webinar scheduled for this September.  

To register for the free May 20 webinar, "The Future of Premium Technical Services," go to (https://www1.gotomeeting.com/register/515306161).

*Managing the Digital Home: Installation and Support Services; Customer Support in the Digital Home, Parks Associates

About Parks Associates

Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start-ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.

Each year, Parks Associates hosts executive thought leadership conferences CONNECTIONS™, with support from the Consumer Electronics Association (CEA)®, and CONNECTIONS™ Europe. In addition, Parks Associates produces the online publication Industry Insights in conjunction with the CONNECTIONS™ Conference series.

About PlumChoice

PlumChoice is changing the way technology support is delivered.  The company pioneered the remote technical services business in 2001, providing 24x7 online repair and assistance for digital devices through U.S.-based, industry-certified agents.  With the addition of its patented SAFElink™ service delivery platform, PlumChoice is reinventing technology care by helping service providers and other business partners to stay in constant touch with customers, creating new revenue streams and building customized, lifetime service programs.  PlumChoice's services can be offered under the partner's brand as a one-time fix, bundled, or subscriber-based solution.  Covered devices include personal computers and laptops, Macintosh™ computers, networks, software, printers, peripherals, MP3 players, digital cameras, smartphones, iPhones and other devices.  For more information, visit www.plumchoice.com/partner, call 1-866-811-3321 or email [email protected].

SOURCE PlumChoice