The “older” providers are too focused on hardware implementation / “infrastructure” level problems… new providers typically focus on menial issues with the likes of iPhones, Android and other tools.
The “software” centric provider gives users the ability to maintain this infrastructure as effectively as possible – essentially providing a shoulder for many businesses / consumers to lean on if they have *any* issues with their systems.
Both providers work in a similar way (providing “online” support staff, contactable via email, livechat or phone – and “offline” support dealing with localized fixes) – the difference lies in the effectiveness they bring to the work.Software centric providers generally have much more experience of the different software tools for users. For example, they may have a particular way that WordPress is set up – or some Photoshop trick to ensure the best work.This is what has lead many companies to begin looking at them as a means to ensure their growth.What It MeansUltimately, “software” support companies provide a more cost-effective method to receive code-centric fixes for many different errors that both “traditional” providers will not fix, and “software developers” will not want to get involved with.The main competition for many of these service providers are actually software developers themselves… many of whom would happily provide fixes for $40 on the likes of Upwork or Freelancer.I personally have many clients who need a HUGE number of fixes, but these fixes we ended up just doing for free (because they weren’t that big of a deal). Adding Google Analytics conversion tags, removing menu items in WordPress, automatically adding products in Shopify, managing CRM issues etc.The point is that the “software” support provider typically charges a monthly, quarterly or yearly fee to provide users with the ability to contact them at any time of the day/night and have either an answer provided directly, or the request passed onto an expert who has specific expertise in the area of concern.Whilst many companies don’t need the service immediately, it’s a HUGE timesaver, and great safety net for people who may rely on their website to operate – but don’t have anyone to provide immediate support if it goes down.For example, a “WordPress blog” that receives 50,000+ visitors per day may have ZERO support infrastructure in place in case it went down, or had problems with speed etc. Who would you pay in a situation like that?Coders generally charge by the hour and most of them don’t really have much expertise with high-traffic websites. This is the type of situation in which software-level support excels.Which Providers ExistIn terms of “software” support provision, there are several providers who’ve come onto the scene in the past few years…
Bask (.) com – NOT software centric – services provided to consumers + business. Recurring revenue model which actually works relatively well. Unfortunately, very little software support
GeekSquad – NOT software centric – attached to BestBuy, GeekSquad are renowned for a decent quality of service. Unfortunately, they are not very well versed when it comes to software based issues
PCFixes (.) com – software centric – new service launched in 2018 to provide software-centric support – provides users with the ability to get specific fixes/help for the likes of WordPress, Shopify, Photoshop, Office, Outlook and more
The present state of the industry is that it’s growing rapidly, and that several of the above providers are in a very strong position to help a number of companies remain operational.