SOURCE: support.com

Support.com

September 14, 2010 08:00 ET

Support.com Survey: Nearly 50 Percent of Computer Users Prefer Remote Service for Repairs

Research Also Finds Americans Taking Right Steps to Ensure Their PC's Health

REDWOOD CITY, CA--(Marketwire - September 14, 2010) -  Nearly 50% of computer users are most comfortable having their PC serviced remotely, according to an independent survey conducted by Kelton Research. Commissioned by online tech support provider Support.com (NASDAQ: SPRT), this new study provides the strongest evidence yet that remote technology support has gained acceptance as more Americans than ever say they prefer getting help from a knowledgeable professional over the phone and the Internet rather than letting a stranger into their home.

The online survey of 1000 PC owners, ages 21-55 with broadband connections also found that Americans are taking their technology seriously and are taking steps to ensure their computers are in good working order. Some key findings include:

  • More than 6 in 10 (64%) PC owners (aged 40-55 years old) regularly run system diagnostics to keep their PCs running efficiently.
  • 73% of those polled are spending money on preventative computer care.
  • Nearly one in three (31%) PC owners spend more money on their technology than they put away in savings.

Should their computer experience a problem and their best tech-savvy friend isn't available, they're open to calling a remote tech support company for help -- but not just anyone. Among those polled, 46% want to ensure that the person on the other end of the phone can understand their problem and can effectively communicate what they need to do to fix it.

"The research mirrors what we're seeing with our customers, who are more reliant on their technology than ever before. These savvy PC owners not only want their problem solved quickly but prefer to be on the phone or watching their screen while a knowledgeable tech expert services their computer remotely," said Josh Pickus, President and Chief Executive Officer of Support.com.

About the Survey
The Kelton study was conducted in May 2010 and involved 1000 nationally representative Americans between the ages of 21 and 55, with PCs and broadband Internet access. The survey results indicate a margin of error of +/- 3.1% at a 95% confidence level.

About Support.com
Support.com, Inc. (NASDAQ: SPRT) provides hassle-free, expert tech support services and software that help consumers and small businesses with their technology needs. Support.com's live online tech support is conducted over the phone and the Internet by highly qualified Personal Technology Experts™ who are 100% based in the U.S. and Canada. Support.com also provides consumer software for the do-it-yourself customer. Support.com, Inc. is an Equal Opportunity Employer.

Support.com is a trademark or registered trademark of Support.com, Inc. or its affiliates in the US and other countries. Other names may be trademarks of their respective owners.

For more information visit www.support.com.

Cautionary Note Regarding Forward-Looking Statements
Statements made in this document that are not historical facts are "forward-looking statements" and accordingly involve risks and uncertainties that could cause actual results to differ materially from those described herein. These and other risks are detailed in Support.com's reports filed with the Securities and Exchange Commission, including without limitation its latest Annual Report on Form 10-K and its latest quarterly report on Form 10-Q, copies of which may be obtained from www.sec.gov. Support.com does not intend to update this information to reflect future events or circumstances, and disclaims any obligation to do so except as may be required by law.

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