The amount of money that companies spend on e-support is to jump dramatically over the next four years. It will grow from under $2 billion in 1998 to over $14 billion by 2003, according to the reserach organisation International Data Corporation (IDC).
E-support is defined by IDC as, "Internet tools and services that are designed to deliver customer care for any client, anywhere, at any time".
Doug Chandler, a senior analyst with IDC's system support services said, "Within a very short time, support over the Internet has become more sophisticated, and end users and support organisations are becoming more comfortable and savvy about how support should be delivered over the Internet. In fact, the Internet holds the promise to change the entire desktop support landscape."
E-support offers a way for companies to eliminate some of the costs associated with many internal support activities, according to Chandler.