support.com, a remote tech support service, found the majority of consumer tech issues in 2007 fell into three categories: virus and spyware issues (27 percent), tune-ups (31 percent) and simple quick fixes (32 percent), according to its first annual call center issues review. In its inaugural year, support.com found that consumers struggled with Microsoft Vista, accounting for 10 percent of calls. The review findings also indicate an increased consumer demand for tech support in dealing with social networking and virtual game play.
Even with advances in and awareness of computer security, viruses and spyware continue to infiltrate computers, leaving consumers frustrated and unable to protect their computers properly. In 2007, support.com technicians removed an average of 36 viruses per computer. Technicians reported this is due to exposed vulnerabilities once the computer is infected, leaving other viruses to be downloaded without detection.
Other review findings include:
-- While virus and spyware removal ranked as the top problem in the call center, slow performing PCs came in second on the list.
-- Even with increasing computer "ease of use" it is still hard to actually diagnose and resolve computer issues, which range from home network and printer setup to software installations and setting up data security.
-- And in the category of "weirdest issue of the year," the support.com call center reported several calls of a more adult nature. For example, at the request of a desperate consumer, support.com technicians successfully adjusted his avatar's appendage in Second Life, boosting his online popularity.
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