According to Patrice Samuels, research analyst at Parks Associates, this influx of connected devices that connect to a home network through a router is adding new layers of complexity to the connected home. In fact, she claims that 78 percent of U.S. broadband households had a home network router in 2012, with adoption forecast to reach 95 percent by 2016.
Hence, as tablets, game consoles and smartphones compete with each other for a share of the network pie, some devices work as they ought to, while others either freak out or behave erratically. This is the exact reason why many wonder why they experience home networking problems while trying to sync and enable functions.
The international research firm noted that this in turn creates new and complex support demands on the connected home, which may actually be a good thing for the tech support business, as it laid wide open the opportunity to provide comprehensive support solutions that encompass all devices and services in the home network.
"With the wide adoption of wireless networks and connected technology, and the challenges that they are causing for consumers, companies have an opportunity to take customer experience management to the next level through premium support," noted James Morehead, vice president, product management and corporate marketing at Support.com.
Given that 68 percent of U.S. broadband households are interested in new technical support services and over 70 percent of these consumers would expect this service to address all of their technical problems, Parks Associates believes that the importance of providing premium and total support to home networks cannot be underrated.
From the article, "The Modern, Connected Home Shows Room for Stronger Broadband Solutions" by Mini Swamy.
