Digital Home Support Services

Monday, October 18, 2021

Two-thirds of smart home device owners want online tools that help them resolve technical problems on their own, up from just 41% in 2019

Industry webinar features discussion with RouteThis and RocketNet on how support services can create differentiation in smart home and broadband services

Recent research from Parks Associates reveals 66% of US broadband households with a smart home device are interested in online tools that empower them to resolve their technical problems. Interest is up from only 41% in 2019, after two years in which smart home adoption expanded while more people are spending more time at h ...read more

Tuesday, June 08, 2021

37% of US broadband households are interested in a service that monitors network traffic and devices on the network for malicious behavior

Webinar, sponsored by Bitdefender, examines rising consumer privacy and data security concerns 

Parks Associates and Bitdefender, with a special speaker from Comcast Cable, will address holistic digital protection for consumer connected products and services during the industry webinar “Protecting Privacy and Data Security in the Smart Home Era,” on June 10 at 11 am CT US (12:00 pm ET). Research firm Parks Associates finds that 16% of US broadband households report that home ...read more

Tuesday, January 19, 2021

34% of smart home device owners report having technical problems within the last 12 months

Annual consumer study tracks changes in use of technology and consumer support preferences in era of COVID-19

Recent research from Parks Associates’ Shifting Support Needs: Opportunities for Remote Solutions reveals one-third of smart home device owners report having technical problems within the last 12 months. A loss of wireless connectivity is the most common problem experience, followed by having an unresponsive device. Shifting Support Needs: Opportunities for Remote So ...read more

Monday, January 11, 2021

26% of US broadband households report purchasing a consumer electronics device between February and May 2020

New whitepaper addresses evolution of home technology support services during COVID-19 pandemic and beyond

A new whitepaper from Parks Associates finds 26% of US broadband households reported purchasing a consumer electronics (CE) device between February and May 2020, at the outset of the COVID-19 pandemic in the US. The whitepaper “Supporting Today’s Connected Consumer,” developed in cooperation with Sutherland, a global Digital Transformation company, addresses the expandi ...read more

Wednesday, September 30, 2020

Roughly 5.5 million households experience identity theft annually

Webinar explores strategies to build new VAS revenues through identity theft protection services

New consumer research from Parks Associates finds 5% of US broadband households annually experience identity theft, which equates to 5.5 million households affected and at least 6.6 million people. Identity theft ranks as the top data security or privacy concern, cited by over half of all US broadband households. The international research firm will discuss consumer demand for i ...read more

Monday, June 15, 2020

US households will have an average of 20 connected devices by 2025

Parks Associates and Irdeto address value-added services for secure and complete home Wi-Fi management in industry webinar 

Parks Associates research finds US broadband households have an average of 12 connected devices, which will increase to 20 by 2025, creating opportunities for service providers and manufacturers to deploy new value-added services to support the home network and all its devices.

The international research firm will discuss home networking challenges ...read more

Thursday, May 14, 2020

41% of US broadband households concerned about hackers accessing their devices

Parks Associates and PSA Certified highlight importance of device security and standard frameworks in industry webinar 

Parks Associates research reveals 41% of US broadband households are concerned about hackers getting access to their devices. With concerns higher among households without smart home devices, these fears could contribute to reluctance among consumers to purchase these devices. The international research firm will address the importance of establishing devic ...read more

Wednesday, February 12, 2020

Over 33% of CE device owners experienced technical problems with their device over the past year

New whitepaper examines the direct connections between support services and consumer engagement with connected solutions

Parks Associates today released a new whitepaper Next-Generation Support: Building an Engagement Platform, which finds over 33% of CE device owners report experiencing problems with their device over the past year. The whitepaper notes that even as these problems could extend to damage a brand’s reputation, they present an opportunity for service providers ...read more

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