"tech support" articles

Chris Koverman , VP of Product & Engineering, Support.com, provides insight on several key industry trends for Parks Associates’ 11th-annual CONNECTIONS™ Summit conference , which will be held January 5 at CES 2017 in Las Vegas: What is the most important next step to engage consumers in smart home solutions, connected entertainment services, and/or value-added services like tech support and connected health? Smart home solutions will need to be brain dead simple...
Companies often talk about their goals to provide a superior user experience, but what exactly do they mean when they say that? What all does the user experience entail? The user experience (UX) and the user interface (UI) of a product are sometimes referred to interchangeably by ecosystem players—yet the two terms have different meanings. A user interface is the means by which a user can interact with his or her device or service. Companies are transforming user interfaces...
 
by Hunter Sappington | Nov. 28, 2016
Tags: Internet of Things, interoperability, personalization, smart home, tech support
Protecting customer information is not just about protecting the customer but also protecting the operators’ investments in video analytics data. Any security breach reduces customer trust in their video service provider and reduces the trust of vendors, partners, and advertisers in the ability of an operator to provide valuable analytics information and insight. Join Parks Associates and Verimatrix on Tuesday, July 19 for a complimentary one-hour industry webinar  examining...
Recent Parks Associates research shows tech support subscribers are more engaged than ever with these services. More than 70% of U.S. broadband households with a tech support subscription used this service at least once during a 12-month term, up from 57% in 2014. The research also showed the demographics of tech support subscribers shifting to consumers 65 and older and tech support consumers keeping their subscriptions longer and using them more. Parks Associates’ analysts...
Small businesses (SMBs) represent a significant opportunity for IT products and services. These companies appreciate the advanced IT products and services that large companies use to enhance their operations but usually cannot afford the enterprise-class infrastructure, software, and solutions available to much larger businesses. However, small businesses are adopting connected devices at a significant rate—businesses with 10 or fewer employees own 10 connected devices, and those with...
 
by Patrice Samuels | Nov. 16, 2015
Tags: tech support
New research by Parks Associates finds that 76% of U.S broadband households are very concerned about their data security and personal privacy when using connected devices. The firm’s new consumer research, The Demand for Device and Network Security , reveals identity and data theft are among the highest security concerns; however, despite these concerns, only 6% of U.S broadband households have experienced those problems in the last year. Commenting on the new data, Parks...
Last week, I was among the diverse group of patrons who attended the Broadband World Forum in London. The conference hosted fixed, mobile and cable operators from several global markets; national and international governments; and leading solution providers (among others). I moderated and listened to several debates on the key strategies to achieve success in the connected home. Here are a few key takeaways. The smart home must evolve to become more integrated – All agree that...
I recently cohosted a webcast with Support.com titled Behind the Scenes – Support Strategies for IoT Success . We discussed current consumer experiences with new connected devices and new models of support that can improve customer experience and drive product adoption in smart home and other IoT industries. The market for smart home devices and systems has been gaining traction over the past few years, due, in part, to a broad range of companies that offer a myriad of products...

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