While the majority of consumers who encounter problems with their broadband connection seek help from their service providers, a notable number also reach out to their service providers to address problems with their home networks. Parks Associates analysts recently found that in the last three years, incidents of home network problems have increased from 31% to 41% in U.S. broadband households. This data emphasizes the continued importance of technical support solutions from broadband providers.
To combat home network problems for their customers in Spain, Movistar, a Telefonica group company, recently launched a co-branded technical support service called Guru. In collaboration with iYogi's already established service delivery center in Spain, Guru will provide premier troubleshooting and technical support for customers seeking help with their connected devices, including smartphones, PCs, and televisions.
Parks Associates research indicates that Western Europeans are increasingly interested in connected home devices. However, as more residents adopt and install connected home devices, problems with these devices and their networks will also continue to increase. Since the broadband provider is one of the first points of contact for help with such problems, a program like Guru will become an important and significant service for maintaining customer satisfaction.
For more information on the launch of Movistar's Guru program, click here.
