COMPLIMENTARY WEBCAST

The Future of Tech Support: IoT & The Consumer Experience

Support.com - Webcast

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Co-hosted by Support.com
and Parks Associates

Competition has intensified in the era of IoT (Internet of Things) as many consumer technology brands are launching innovative connected products. The breadth of choices, as well as the expanding IoT environment, is driving rapid changes in consumer expectations. Regarding support services for connected devices:

  • 21% of consumers who intend to purchase smart home products are interested in a service that advises them on the best products to purchase, an indication that many consumers are not yet familiar or comfortable with making these purchases.
  • While only 45% of broadband households currently resolve technical problems on their own, 65% would prefer to resolve problems on their own. Brands would, therefore, benefit from empowering consumers with effective support tools.
  • Only 37% of consumers are very satisfied with the effort required to connect with the right support agent, who can assist with their problem.
     

Maintaining customer loyalty and creating brand advocates are increasingly important for companies in the IoT.

In order to develop stronger emotional connections with consumers, brands must consistently adapt their product and support strategies to align with consumers’ evolving expectations. By optimizing product and support experiences through the IoT, brands can minimize customer effort while also customizing solutions that build emotional connections with their customers.

In this webcast, Parks Associates and Support.com discuss ways in which customer expectations are changing and why support strategies must also evolve. They also discuss how companies can leverage direct interaction with their brand, through support, to drive brand loyalty among consumers.

Attend this webinar to learn:

  • How consumer support preferences are evolving

  • How connected technologies are transforming the role of support

  • What product & service strategies should brands embrace to gain a competitive advantage

  • The impact of connected devices on support services

  • How to leverage support and interactions with consumers to elevate end-user experiences
     

Presenters:

Emily Rickman, VP, Services Sales and Account Management, Support.com
Patrice Samuels
, Senior Analyst, Parks Associates

Speakers

Patrice Samuels, Senior Analyst, Parks Associates

Patrice Samuels - Parks Associates

Patrice Samuels studies digital home technical support services across global markets, with a focus on market trends, business models, and provider strategies. In addition to exploring events and disruptions in the technical support space, she examines pay-TV and broadband services in North America and Europe, digital media, and digital music services.

Patrice earned her MBA from Texas A&M University at College Station and BSc. in Psychology from the University of the West Indies in Kingston, Jamaica.

INDUSTRY EXPERTISE: Television Services, Broadband Services, Technical Support Services, International Markets, Digital Music

Emily Rickman, VP, Services Sales and Account Management, Support.com

Parks Associates Webcast Speaker - Emily Rickman Support.com

Emily is responsible for Support.com Services customer relationships and new business development, as well as Services programs, products, and go-to-market strategies. She joined the company in 2010, and has more than 15 years of experience in sales strategy development and execution for online technology services. Prior to joining Support.com, Emily led sales strategy for Circuit City’s extended warranty offerings, and drove innovation for a $550MM portfolio. During her tenure she designed and launched the industry’s first national accidental damage warranty program, and received top honors from the chairman of the board, including a Leaders of Distinction award. Prior to Circuit City, Emily was a management consultant for Cap Gemini Ernst & Young in their Energy practice. Emily is an avid reader and enjoys exploring new recipes and wines, traveling, and biking with her husband and two boys. She holds a Bachelor of Science degree, cum laude, in International Business from Trinity University.

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