"tech support" articles

Over the past 10 years, the technical landscape of US households has evolved significantly. The technical composition inside the home is different in several ways, and old models of break/fix support no longer meet consumer needs. The tools and the types of support services needed have changed. According to Parks Associates research, US broadband households now have an average of 9.1 computing and entertainment devices, 1.2 connected health devices, and 2.0 smart home devices....
 
The residential security industry must adapt to challenges brought by COVID-19. The pandemic inhibits in-home installation, places financial pressure on some customers, and requires new precautions and procedures for company employees. COVID-19 has increased online transactions for self-installable systems and devices due to social distancing practices, resulting in heightened demand for remote technical support. Parks Associates 2020 Security Dealer Survey finds that a majority of...
 
by Amanda Kung | Nov. 30, 2020
Tags: COVID-19, security, tech support
Unprecedented changes and market pressures have changed the game for small businesses (SMBs). New needs in a changing work environment, increasing use of technology products and services, and rising security concerns, especially regarding the security of home networks for remote workers, are driving owners to reevaluate their operations. Managing and securing their networks, and their ever-growing portfolio of end-user devices, are top priorities, and they are increasingly turning to ISPs...
 
by Parks Associates | Nov. 16, 2020
Tags: security, tech support, Wi-Fi
The smart home industry is keen on driving market growth. Positive onboarding experiences are critical to that goal while poor experiences drive product returns, negative social network commentary, and an unwillingness to purchase other devices of the same brand. The increasing technical complexity in the home demands new support strategies and tools that can efficiently, and often remotely, identify the root causes of technical issues and address them efficiently....
 
The outbreak of COVID-19 and subsequent shelter-in-place mandates by government officials in many states have led to a dramatic shift in how consumers live and conduct business, including an increase in adoption and use of technology. Social distancing guidelines dictate that work, education, and entertainment activities are all centered on the home. In addition, brick-and-mortar retail store shopping is severely restricted, and consumers must find other ways to attain services that...
Industry perspectives vary on the extent to which product returns impact growth in the smart home. Through its consumer studies, Parks Associates finds that only approximately 3% of US broadband households report returning a smart home device in the past 12 months. When return rates are assessed among smart home device owners versus all broadband households, the numbers are higher. For example, only 2% of all US broadband households have returned a smart video doorbell. However, 16% of...
 
by Patrice Samuels | Dec. 2, 2019
Tags: smart home, tech support
LG has announced that its new appliances will be equipped with “Proactive Customer Care.” The feature is designed to improve user experience and help customers maximize the lifespan of their products. The feature will first be enabled on the new bottom-freezer refrigerators and front-load washing machine. The Proactive Customer Care feature will support consumers in the following ways: Sends tips to prevent misuse of appliances – For example, for refrigerators the...
 
by Patrice Samuels | Nov. 4, 2019
Tags: smart home, tech support
In January, a little over a month after the device became available, Amazon pulled the Echo wall clock from store shelves, citing connectivity issues. Similarly, in February Arlo pulled its 4K security cameras from store shelves, approximately one month after the product was released. The security cameras were pulled after a series of firmware updates failed to completely address the issues reported by early adopters, including connectivity, streaming quality, and battery life issues....
 
by Patrice Samuels | Jun. 3, 2019
Tags: smart home, tech support

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