The hardware has become more mature over past years. It tends to have fewer problems. People tend to have more problems around the complexity of software and virus issues.
What we do is provide a remote support service. With the customer's permission, we connect to their computer and we fix problems while they watch us.
There's no waiting for the technician to show up at your door, no struggling to communicate via phone what's happening to your computer and no turning your equipment over to an unsupervised and disjointed repair process. The consumer simply watches as the technician points and clicks through the training or repair.