"tech support" articles

Recent Parks Associates research shows tech support subscribers are more engaged than ever with these services. More than 70% of U.S. broadband households with a tech support subscription used this service at least once during a 12-month term, up from 57% in 2014. The research also showed the demographics of tech support subscribers shifting to consumers 65 and older and tech support consumers keeping their subscriptions longer and using them more. Parks Associates’ analysts...
Small businesses (SMBs) represent a significant opportunity for IT products and services. These companies appreciate the advanced IT products and services that large companies use to enhance their operations but usually cannot afford the enterprise-class infrastructure, software, and solutions available to much larger businesses. However, small businesses are adopting connected devices at a significant rate—businesses with 10 or fewer employees own 10 connected devices, and those with...
 
by Patrice Samuels | Nov. 16, 2015
Tags: tech support
New research by Parks Associates finds that 76% of U.S broadband households are very concerned about their data security and personal privacy when using connected devices. The firm’s new consumer research, The Demand for Device and Network Security , reveals identity and data theft are among the highest security concerns; however, despite these concerns, only 6% of U.S broadband households have experienced those problems in the last year. Commenting on the new data, Parks...
Last week, I was among the diverse group of patrons who attended the Broadband World Forum in London. The conference hosted fixed, mobile and cable operators from several global markets; national and international governments; and leading solution providers (among others). I moderated and listened to several debates on the key strategies to achieve success in the connected home. Here are a few key takeaways. The smart home must evolve to become more integrated – All agree that...
I recently cohosted a webcast with Support.com titled Behind the Scenes – Support Strategies for IoT Success . We discussed current consumer experiences with new connected devices and new models of support that can improve customer experience and drive product adoption in smart home and other IoT industries. The market for smart home devices and systems has been gaining traction over the past few years, due, in part, to a broad range of companies that offer a myriad of products...
Support services have become an integral part of the customer’s journey, especially in the Internet of Things. Parks Associates research shows that roughly 50% of those owning smart home devices experience problems with at least one device on a monthly basis. Additionally, smart home products and services will generate an additional seven million tech support requests in 2015 . Parks Associates and Support.com recently partnered together to co-host a complimentary industry...
Last week, Facebook announced its foray into the world of digital personal assistants with “Moneypenny.” The name is apparently inspired by a character who plays secretary to James Bond’s boss in a number James Bond movies. Moneypenny will be integrated into Facebook’s Messenger app and is designed to help app users to research and order products online. Facebook has not yet unveiled the service and is currently testing it among members of its staff. While services...
 
The term Internet of Things (IoT) has several interpretations, ranging from smart home-related products to a universe of all connected devices. Along with the appealing value-propositions derived from the Internet-connectability of these devices, several other ancillary trends are driving the development and adoption of connected devices. Increase in broadband penetration – Broadband penetration in the U.S. has been increasing steadily since 2009 and is now approaching...

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