Industry webinar features discussion with RouteThis, ASSA ABLOY, and Wyze on top issues facing support staff in the connected home space

Parks Associates research reveals US internet households have an average of 16 connected devices in their home, and 52% experienced at least one technical problem last year, while 38% experienced two or more. In addition, the research finds that 63% of consumers prefer to handle technical support issues over the phone. The research firm will host the industry webinar “Supporting the Smart Home: Getting to the Right Solution” on Thursday, October 4, 1 pm CT US (2 pm ET), in partnership with RouteThis.

“Even after educating the consumer on the benefits of a device or service and making the sale, the smart home manufacturer’s work is not done,” said Chris White, Sr, Analyst, Parks Associates. ”Providing remote support can be challenging and costly. In the worst case, the owner returns a fully functional device due to connectivity problems, which are out of the manufacturer’s control.”

Connected devices depend on a strong, stable Wi-Fi signal, and devices on the edge of a home's Wi-Fi are particularly vulnerable. The webinar highlights the opportunity for self-service tools to meet the needs of connected consumers and support staff. Parks Associates' research shows that 55% of smart home product owners contacted the device manufacturer to request support, with higher rates for networked cameras, smart garage door openers, and smart sprinklers.

Webinar speakers:

  • Kevin Kraus, VP Technology Alliances, Smart Residential Solutions, ASSA ABLOY
  • Jason Moore, Co-founder and CEO, RouteThis
  • Chris White, Senior Analyst, Parks Associates
  • Jing Xue, Director of Product Management, Wyze

About Parks Associates

Parks Associates is a global research, consulting, and marketing firm with 40 years of experience delivering proprietary consumer data and industry insights for businesses. The firm produces market research reports, forecasts, surveys, and competitive business intelligence on connected consumer, small business, and commercial technologies and related business solutions. A woman-owned and woman-led company, Parks Associates is a trusted partner and advisor to executives, providing custom research, strategic consulting, and forward-looking analysis across smart home, small business, and commercial markets, including security, broadband, entertainment, energy, multifamily, smart buildings, connected health, and emerging AI-driven technologies.

Parks Associates supports industry growth through proprietary research, consulting, and executive networking and convenes thousands of leaders each year through its flagship conferences, including CONNECTIONS™, Connected Health Summit, Smart Energy Summit, Smart Spaces, and Future of Video. Learn more at https://www.parksassociates.com.

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