According to Internet of Things market research and consulting firm Parks Associates, as more households invest in smart home devices, the need for support requests will also increase. The firm estimates that support requests will reach 7 million this year alone.
Parks Associates recommends that smart system providers put in place proper solutions to identify “top call drivers, as well as common conflicts, between new devices and then develop strategies that proactively address these issues before they negatively impact the customer experience.”
“Even though 60 percent of consumers now install traditional connected devices on their own, the potential for conflict and interoperability challenges increases as more devices enter the connected home. The support relationship that providers must have with their customers is changing dramatically,” Patrice Samuels, research analyst at Parks Associates, stated.
From the article "New wireless dimmer for Philips Hue smart lights, and more" by Mellisa Tolentino.
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