Parks Associates and Support.com, Inc., a leading provider of cloud-based technology services and software that create new revenue streams and improve customer experience, today released the whitepaper “Expanding to the Home Network: The Evolution of Premium Tech Support,” which addresses the impact of home networking and connected CE adoption on consumer demand for technology support services.
The international research firm Parks Associates finds 78% of U.S. broadband households have a home network, which is expected to increase to 95% by 2016, with an average of 4.5 connected devices. Connectivity in the home expands the capabilities of all devices but also creates challenges in setup and troubleshooting, which drive consumer need and desire for comprehensive tech support.
The adoption of connected devices and usage of high-bandwidth applications add new layers of complexity for the consumer. Nearly 75% of consumers set up new devices on their own, but one-half indicate they would prefer assistance with future acquisitions. Adding new connected devices changes the dynamic of the home network and increases consumers’ need for professional assistance.
