Shifting Support Needs: Opportunities for Remote Solutions

This study tracks consumer experience with connected devices. It highlights specific pain points with leading product categories throughout the consumer journey with these products from purchase to ongoing use. The research identifies the many paths consumers take to resolve tech support issues, their expectations and preferences for resolving issues, and concept testing of support business models. It also examines changes in the use of technology and consumer support preferences in the era of COVD-19.

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Publish Date: 3Q 2020

Slides: 46


Authored By:
Patrice Samuels - Senior Analyst

Published by Parks Associates
© May 2020 Parks Associates

All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher.

Printed in the United States of America.

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