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May 17, 2017

Consumers report increase in technical challenges with smart home devices in 2017, bucking trend of declining problems from 2016

HelloTech addresses support strategies for smart home and IoT during research workshop at CONNECTIONS™: The Premier Connected Home Conference

New research from Parks Associates shows that consumers report an increasing number of technical problems with emerging systems and smart home devices over the past year, after reporting decreases in support issues over previous years. In Q1 2017, 34% of smart door lock owners experienced issues when attempting to fix a problem with their device, up from 22% a year prior. The trend of increased technical problems in the past 6-12 months applies to emerging product categories including networked cameras, smart water leak detectors, and smart thermostats. Among owners of smart doorbells with video, 35% reported problems with this new product.  

Parks Associates will address the importance of support in the smart home and the new business opportunities emerging to protect and enhance a brand’s reputation in the IoT during the CONNECTIONS™ pre-show research workshop, “Smart Home and IoT: Growth, Consumer Trends,” on May 23. The 21st-annual CONNECTIONS™: The Premier Connected Home Conference takes place May 23-25 at the Hyatt Regency San Francisco Airport and features two pre-conference research workshops on smart home and connected health.

Smart Home Devices: Technical Problems Experienced | Parks Associates

The session “Winning Support Strategies for IoT,” 10:15 a.m. in the “Smart Home and IoT: Growth, Consumer Trends” workshop, features the following industry-leading speakers:

“Success in the IoT requires a seamless user experience and the ability to integrate multiple devices while meeting consumer expectations and privacy preferences,” Samuels said. “Brands like HelloTech can help meet those expectations by providing immediate, on-demand, responsive installation, training, and tech support, which will limit the number of technical problems experienced by smart home device owners.”

HelloTech is a leading on-demand, in-home technology support service. The company has a nationwide footprint of more than 7,000 tech agents that offer tech support and training at the consumer’s home seven days a week with house calls available from 9 a.m. to 9 p.m.

“No matter how well designed a smart home product is, people need and want skilled installation, training, and tech support at home to help them to take advantage of every aspect of these leading smart devices,” said Richard Wolpert, co-founder and CEO of HelloTech.

Nearly 700 executives from the connected entertainment, IoT, and smart home industries will attend CONNECTIONS™. The conference provides executive networking opportunities and insights from industry leaders on entertainment, mobile, and smart home market segments. The event will address growth in smart home and connected entertainment categories and new business opportunities created by these IoT solutions.

To register for the 21st-annual CONNECTIONS™ Conference or one of the pre-show research workshops, visit http://bit.ly/CONNUSregistration. Press passes are available at http://www.parksassociates.com/cus-press. To schedule an interview with an analyst or request specific research, contact Holly Sprague at hsprague@gmail.com, 720.987.6614.


Parks Associates' 27th annual CONNECTIONS™: The Premier Connected Home Conference features an in-person conference on May 23-25, 2023 and multiple virtual sessions hosted throughout 2023. The event focuses on the adoption of technology including smart home, security, connected health, energy, and home automation.

Bringing together more than 1,500 senior executives, CONNECTIONS™ provides networking opportunities combined with visionary keynotes and virtual sessions. The Parks Associates analyst team leads all conference sessions, which are focused on technology innovations, consumer adoption and trends, product and service forecasts, and the evaluation of new business strategies, partnerships, monetization opportunities, and value-added service design.

Throughout the event, sponsors offer demos during networking events, spotlighting new technology innovations and services for the entertainment, mobile, and smart home market segments.

CONNECTIONS™ 2023 features an in-person conference on May 23-25, 2023, with virtual sessions on March 2, July 20, and October 5. For more information, contact sales@parksassociates.com, call 972-490-1113, visit www.connectionsconference.com.