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IoT adoption to spur fresh customer service approaches

According to research from Parks Associates, US broadband households now own an average of seven and a half connected computing and video entertainment devices, and 18% own at least one smart home device. Smart home products and systems will generate over seven million support requests in the US in 2015, and approximately 11 million in 2019, the firm said.

"Enabling even simple IoT usage involves high levels of complexity that can generate technical problems," said Patrice Samuels, research analyst, Parks Associates. "Fortunately, some of the very features of connected devices that are driving complexity throughout the home are also giving brands the opportunity to serve customers better. Advances in access to consumer devices dramatically improve support efficiency, and the large volumes of data generated by connected devices provide insight for effective diagnosis and guidance for support and product improvements."

From the article "IoT adoption to spur fresh customer service approaches" by Michelle Clancy.
 

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A Parks Associates study has found that over a quarter of respondents would become more comfortable sharing their data if their devices would "automatically register for warranties and check warranty...

Total Number Of IoT Devices To Reach 46 Billion By 2021: Research

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Almost One Third Of US Homes Have Multiple Streaming Subscriptions

New numbers from Parks Associates Research Group show that not only is streaming on the rise, but one streaming service isn’t enough for many homes. Among US homes that have broadband, over 30% sub...

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