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In The News

Tech Support: How to Embrace Inbound Calls and Build Customer Loyalty

In the past, many organizations successfully passed along the cost of specialized technical services in the form of premium tech support to end users. Customers were given the option of a one-time fee for a support “instance,” or a subscription that enables multiple sessions for a multitude of technical needs.

According to research from Parks Associates, more than 50 percent of smart home device owners are willing to pay for technical support for emerging connected technologies. However, when it comes to the early stages of the customer lifecycle, brands are smart to pay for support as it increases activation, initial usage and product adoption. As these brands bring new products and innovations to market, offering services that help end-users adopt them drives greater revenue and reduces the number of returns.

From the article "Tech Support: How to Embrace Inbound Calls and Build Customer Loyalty" by Paul Weichselbaum.

Previously In The News

Smart Home Devices in the MDU Market: Connectivity, New Partnerships & Proptech Solutions

Additionally, Parks Associates research reveals that 34% of U.S. broadband households are MDU residents. MDU categories consist of apartments, condominiums, duplexes, quadruplexes, townhomes and dormi...

36% of CE and Smart Home Product Returns Due to Setup, Installation Problems

CE research data from Parks Associates finds 36% of US broadband households who returned a specified CE or smart home device in the last 12 months cited difficulty in setup, installation, and usage as...

Being Smarter About Smart Home Alarms

But by the end of the 20th century that market growth leveled off and stagnated. Fast-forward to the past 10 years, with heightened acceleration the past three to five, and (according to Parks Associa...

Why the Smart Home Network Has Never Been More Vulnerable

Compared to just a few years ago, home networks today have never been so full of connected devices. Parks Associates research from 2020 found that U.S. broadband households now have an average of 12 c...

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