Thursday, November 14, 2013

Parks Associates: 26% of U.S. Broadband Households Plan to Purchase an Internet-Connected Thermostat and Parks Associates to address premium tech support needs for smart home services during upcoming webcast

Parks Associates research finds growing consumer interest in smart home automation solutions, with 26% of U.S. broadband households planning to purchase a smart thermostat during the 2013 holiday season. The ongoing influx of these emerging devices is expanding tech support opportunities from initial setup and integration to include compatibility, network performance, and service support, which can extend throughout the lifecycle of a device.

Parks Associates and, a leading provider of cloud-based technology services and software, will address these issues in the webcast “Evolving Technical Support for the Connected Home,” November 19 at 11 A.M. PST/2 P.M. EST.

“Roughly 25% of broadband households with new home management and home entertainment equipment report experiencing problems with these devices on a monthly basis, a surprisingly high amount,” said Patrice Samuels, Research Analyst, Parks Associates. “Robust technical support will help consumers to achieve the promise of these devices and mitigate consumer frustration.”

Parks Associates research finds 30% of consumers with electronic door locks regularly experience technical problems with these solutions, including 9% on a daily basis. Over 20% of smart thermostat owners regularly experience problems, including 12% on a daily basis.

“IP-enabled controllers, a proliferation of intelligent sensors and the ubiquity of smartphones and tablets have made possible a wide range of new home automation and security applications. With the increasing dependence on connected technology, and the importance of helping consumers get the most out of new home automation purchases, technology support is more important than ever,” said James Morehead, VP, Product Management, “When customers reach out for technology support it is a moment of truth and can be the difference between a satisfied customer, a returned product or a canceled subscription.”

As the digital landscape of consumers’ homes, enabled by the Internet of Things, grows more complex, consumers will interact with, and encounter problems with, home automation and security, medical monitoring, home energy management and mobile devices. Technical support services will play an increasingly important role in ensuring the customer gets started quickly and easily and gets the full benefits over the life of the product or service.

The webcast, featuring Patrice Samuels and James Morehead, VP, Product Management,, will include new research on the consumer demand for support services, discuss why tech support services are so critical for the connected home, and detail the role free and premium support offerings can play in reducing costs, increasing customer satisfaction, and creating new revenues.

Complimentary registration at

About, Inc. (NASDAQ: SPRT) is a leading provider of cloud-based services and software that power premium technology support programs and technical support organizations. Our premium technology support programs help leading brands create new revenue streams and deepen customer relationships. Our Nexus® Service Delivery Platform helps technology support organizations reduce costs, improve problem resolution and enhance the customer experience. Our services and software are marketed to channel partners, including leading communications providers, retailers, technology companies and others. We also offer a wide range of easy-to-use software products designed to maintain, optimize and secure computers and mobile devices. For more information, please visit us at

About Parks Associates: Parks Associates, a woman-founded and certified business, is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates provides business intelligence and research services through its proprietary methodologies developed over decades, including quarterly surveys of 10,000 internet households.

The company's expertise crosses many industries: home security and smart home, streaming video, broadband and pay-TV services, digital media and platforms, gaming, Wi-Fi and home networks, connected health, support, consumer electronics, home control systems, energy management, and tech solutions for the multi-dwelling (MDU), small-to-medium business (SMB), and commercial building markets.

Each year, Parks Associates brings thousands of leaders together for its webinars and annual events. The firm hosts the annual executive research and strategy conferences CONNECTIONS™, Connected Health Summit, Smart Energy Summit, Smart Spaces, and Future of Video.

Next: Parks Associates Analysts Highlight New Consumer and Industry Trends in Webcast Thursday, December 12
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