Thursday, April 25, 2013

Parks Associates: 78% of U.S. broadband households have a home network router, driving demand for tech support

Parks Associates and Support.com Release Whitepaper "Expanding to the Home Network: The Evolution of Premium Support"

Parks Associates and Support.com, Inc. (NASDAQ: SPRT), a leading provider of cloud-based technology services and software that create new revenue streams and improve customer experience, today released the whitepaper “Expanding to the Home Network: The Evolution of Premium Tech Support,” which addresses the impact of home networking and connected CE adoption on consumer demand for technology support services.

The international research firm Parks Associates finds 78% of U.S. broadband households have a home network, which is expected to increase to 95% by 2016, with an average of 4.5 connected devices. Connectivity in the home expands the capabilities of all devices but also creates challenges in setup and troubleshooting, which drive consumer need and desire for comprehensive tech support.

“The adoption of connected devices and usage of high-bandwidth applications add new layers of complexity for the consumer,” said Patrice Samuels, Research Analyst, Parks Associates. “Nearly 75% of consumers set up new devices on their own, but one-half indicate they would prefer assistance with future acquisitions.Adding new connected devices changes the dynamic of the home network and increases consumers’ need for professional assistance."

Connectivity can rapidly expand a device's use cases, putting greater demand on the home network. Parks Associates finds nearly 50% of broadband households watch movies and TV shows online, and 25% watch video on a mobile phone or tablet. High-bandwidth applications such as video calls, interactive games, and streaming videos can create network performance problems, which will drive consumers to seek more comprehensive tech support options.

“Consumers are increasingly dependent on connected devices, and customer experience is increasingly driven by the ability of devices to seamlessly connect to each other and the Internet,” said James Morehead, Vice President Product Management and Corporate Marketing, Support.com. “The complexity of home networking has created opportunities for companies to deepen customer engagement and create new revenue streams through premium technology support services.”

This whitepaper examines the market for premium technology support, market conditions driving future adoption of subscription-based support services, and strategies to bundle premium support services with product and service sales to achieve brand differentiation, revenue growth, and a differentiated customer experience.

To download this complementary whitepaper, please visit http://www.parksassociates.com/support-whitepaper-2013.

For more information, contact sales@parksassociates.com, 972-490-1113 or go to www.parksassociates.com.

About Parks Associates: Parks Associates, a woman-owned and woman-led internationally recognized market research and consulting company, specializes in emerging technology solutions serving the consumer and small to medium business (SMB) markets. Celebrating its 35th year in 2021, Parks Associates is a partner to companies navigating the changing consumer technology landscapes through data-driven market insights, extensive consumer and industry intelligence, custom marketing services, and executive networking experiences and conferences.

The company's expertise includes home automation, control systems and security, digital media and platforms, entertainment and gaming, home networks, internet and video services, connected health and independent living solutions, mobile applications and services, support services, consumer electronics, and energy management solutions.

Each year, Parks Associates hosts industry webcasts, the CONNECTIONS™ Conference Series, Connected Health Summit, Smart Energy Summit: Engaging the Consumer, and Future of Video: OTT, Pay TV, and Digital Media. http://www.parksassociates.com

About Support.com

Support.com, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based technology services and software. We help leading brands create new revenue streams and deepen customer loyalty through programs that enhance their customers' technology experience. Our solution includes a comprehensive Service Delivery Platform, mobile and desktop apps, a scalable workforce of technology specialists and proven expertise in program design and execution. Our partners include many of the nation's leading communications providers, retailers and technology companies. For more information, please visit us at: http://www.support.com/.

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Support.com, Inc. is an Equal Opportunity Employer. For more information, visit http://www.support.com/about/careers.

Copyright © 2013 Support.com, Inc. All rights reserved. Support.com is a trademarks or registered trademark of Support.com, Inc. in the United States and other countries. All other trademarks are the property of their respective owners.
 

Safe Harbor Statement
This release contains “forward-looking statements” as defined under the U.S. Federal Securities Laws, including the Private Securities Litigation Reform Act of 1995 and is subject to the safe harbors created by such laws. Forward-looking statements may relate to, but are not limited to, market and consumer activity, supported devices, the features available in, and the potential benefits to be derived from products and solutions, and the release dates, plans and market acceptance of such products and solutions. Such forward-looking statements are based on current expectations that involve a number of uncertainties and risks that may cause actual events or results to differ materially including, among others, Support.com’s ability to predict revenue and control expenses, shifts in customer demand, shifts in strategic relationships, delays in Support.com’s ability to deliver its products and services, software errors, or announcements by competitors. These and other risks may be detailed from time to time in Support.com periodic reports filed with the Securities and Exchange Commission, including, but not limited to, its latest Annual Report on Form 10-K and its latest Quarterly Report on Form 10-Q, copies of which may be obtained from www.sec.gov. Support.com is under no obligation to update its forward-looking statements. Information contained in our website is not incorporated by reference in, or made part of this press release.

Next: Parks Associates: 38% of consumers with past PC problems prefer self-help tools in tech support
Previous: 27% of U.S. broadband households interested in technical support for emerging connected devices such as smart TVs, DVRs, and thermostats

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