"tech support" articles

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...
 
by Patrice Samuels | Oct. 27, 2015
Tags: industry event, Internet of Things, operator, smart home, tech support
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...
 
by Patrice Samuels | Oct. 8, 2015
Tags: Internet of Things, tech support, Webcast
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...
 
by Patrice Samuels | Jul. 20, 2015
Tags: Facebook, Google, smartphones, tech support
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...
 
by Patrice Samuels | Jun. 11, 2015
Tags: connected CE, Internet of Things, smart home, tech support
For consumers around the world, the Internet of Things (IoT) opens the door to a new and convenient connected lifestyle. IoT encompasses a broad range of home-based devices and services, including smart home devices and services, connected entertainment devices, entertainment services, connected health and fitness devices, mobile devices, and connected cars. Parks Associates research shows: China is the largest broadband market in the world. In North America,...
Just last week, Comcast announced that they will triple the number of  “ Social Care Specialists” available to support their customers. Social care specialists handle customer support requests via social media channels. Comcast plans to add 40 social care specialists to its current pool of twenty specialists to cover 22 million subscribers. For Comcast, expanding services through social media is one attempt to amend the brand’s poor reputation as it relates to customer...
 
by Patrice Samuels | Apr. 2, 2015
Tags: operator, tech support
  Parks Associates research shows consumers' fears of viruses, data loss, and identity theft are fueling use cases for technical support within the Internet of Things. Over 50% of U.S. smartphone and tablet owners are interested in tech support services that provide protection against loss, theft, or virus/infection. Additionally, 16% of U.S. broadband households own a smart home device and more than one-third of those consumers have experienced a problem with one or more...

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