August 18, 2008
When Their Computer Goes Bust, What’s a Boomer to Do?
The generation known for Beatlemania, Free Love and Rock and Roll are taking their place in another revolution -- the Technology Revolution. Baby Boomers have wholeheartedly embraced home computers, according to a new study(1) conducted by support.com, the leader in solving personal computer problems quickly over a broadband connection.
Not only are they dependent on computers, but Boomers often apply their renowned tenacity to try fixing computer problems themselves when they arise, choosing to "turn on and tune in" and take matters into their own hands, rather than "drop out" when faced with a computer problem.
However, the support.com survey reveals that despite a strong dependence on computers, the average Boomer will let a computer problem go unaddressed for as long as 12 days. That's nearly two weeks' worth of inaction and potentially thousands of dollars in lost time.
"Baby Boomers are renowned for their 'do-it-yourself' drive, but in the case of difficult computer problems, this can lead to aggravation," said Scott Herring, vice president of marketing, support.com. "support.com is an empathetic partner in providing Boomers with guidance and peace of mind when it comes to their computer issues, all in the comfort of their own homes. Each of our expert Solutions Engineers are hand-picked for their ability to deliver top-notch service over the phone in plain English, perfect for technology neophytes."
Whether it's a computer crash, damaging virus or a printer that's been sitting in a box for weeks due to complicated installation instructions, support.com is an easy solution for anyone with a home computer or small business. A quick call to 1-800-PC-Support puts frustrated computer users in contact with a North America-based Solutions Engineer who will diagnose and solve the problem remotely -- saving Boomers the hassle of lugging a computer to the store or inviting a technician into their home.
The study also reveals:
-- Ninety-one percent of Boomers affirm computers are an important part of their lives; -- Computers have become so integral to Boomers' lives that more than 70 percent report a computer breakdown would be more frustrating than their cable TV going out; -- Forty-eight percent of Boomers could not function without their computers; -- Nearly two-thirds (63 percent) of Boomers attempted to solve an IT glitch by themselves, instead of seeking help or even opening their computer's manual; -- Most Boomers who have tried to fix their computers themselves have done so out of impatience (30 percent) or because they simply did not know what to do (17 percent); and -- When things go wrong, Boomers want their computer fixed quickly (35 percent) and cost-effectively (20 percent) without needing to take the computer to the shop (30 percent).
For more information, visit www.support.com or call 1-800-PC-Support. support.com services are priced between $49 and $199.
support.com, a leading provider in the growing remote technology services space, wants to fundamentally change the way people fix technology problems. Previously, a computer meltdown meant pleading phone calls to tech-savvy friends and family, a trip to the computer store or a long wait for a technician to arrive and fix it. support.com's suite of tools mean a qualified technician can diagnose and repair most technology problems quickly over the phone, typically for less than the cost of in-store or in-home service. Additionally, support.com's services can happen while you watch, so they are ideal for people who are concerned about privacy and security. The company behind support.com is SupportSoft (NASDAQ: SPRT), which provides software and services that make technology work. The Company's solutions reduce technology support costs, improve customer satisfaction and enable new revenue streams for companies reaching 50 million users worldwide.
(1) The support.com Boomer survey was conducted online by Kelton Research from June 4th to June 6th, 2008. Quotas were set to ensure a reliable and accurate representation of Americans ages 42 to 62. In this particular study, the chances were 95 in 100 that a survey result will not vary, plus or minus, by more than 4.9 percentage points from the result that would be obtained if interview had been conducted with all persons in the universe represented by the sample.
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Media inquiries: Heather Hawkins support.com [email protected] 650.556.8545 Megan Lloyd-Jones Edelman [email protected] 916.288-2218