"tech support" articles

After email and video communications, cloud storage services are the next most common tool used by remote workforces. These solutions enhance collaboration beyond traditional, thread-based file exchange capabilities, adding centralized data backup, coordinated sharing among teams, and version control history for concurrent editing. As with videoconferencing, platforms like Apple iCloud, Dropbox, and Microsoft OneDrive were already familiar to most remote workers pre-pandemic, having...

Consumer technical support needs are strongly influenced by the number and type of connected devices consumers have in their homes. More consumers working and attending school from home has led to an increase in the number of computing devices being used in broadband households. As consumers adapt to doing more activities virtually, they encounter more technical problems. At the same time, device manufacturers are adjusting technical support strategies to support customers...

Throughout 2020, the United States’ broadband coverage gap was recognized as a major issue impacting Americans’ safety, quality of life, and ability to participate in work and schooling. According to Parks Associates estimates: ·       22% of US households, or roughly 27M households, lack a fixed home internet subscription; ·       10% of US households, or almost 13M households, are mobile-only –...

Over the past 10 years, the technical landscape of US households has evolved significantly. The technical composition inside the home is different in several ways, and old models of break/fix support no longer meet consumer needs. The tools and the types of support services needed have changed. According to Parks Associates research, US broadband households now have an average of 9.1 computing and entertainment devices, 1.2 connected health devices, and 2.0 smart home devices....

The residential security industry must adapt to challenges brought by COVID-19. The pandemic inhibits in-home installation, places financial pressure on some customers, and requires new precautions and procedures for company employees. COVID-19 has increased online transactions for self-installable systems and devices due to social distancing practices, resulting in heightened demand for remote technical support. Parks Associates 2020 Security Dealer Survey finds that a majority of...

Unprecedented changes and market pressures have changed the game for small businesses (SMBs). New needs in a changing work environment, increasing use of technology products and services, and rising security concerns, especially regarding the security of home networks for remote workers, are driving owners to reevaluate their operations. Managing and securing their networks, and their ever-growing portfolio of end-user devices, are top priorities, and they are increasingly turning to ISPs...

The smart home industry is keen on driving market growth. Positive onboarding experiences are critical to that goal while poor experiences drive product returns, negative social network commentary, and an unwillingness to purchase other devices of the same brand. The increasing technical complexity in the home demands new support strategies and tools that can efficiently, and often remotely, identify the root causes of technical issues and address them efficiently....

The outbreak of COVID-19 and subsequent shelter-in-place mandates by government officials in many states have led to a dramatic shift in how consumers live and conduct business, including an increase in adoption and use of technology. Social distancing guidelines dictate that work, education, and entertainment activities are all centered on the home. In addition, brick-and-mortar retail store shopping is severely restricted, and consumers must find other ways to attain services that...