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Support Services

Q4 2019

Industry Report

Onboarding and Technical Support for the Connected Home

Consumer onboarding experience with connected home products and systems is critical to maximizing customer lifetime value, through its impact on factors like product return rates and brand loyalty. This report examines approaches to providing positive experiences with elements of onboarding including installation and other strategies to ensuring product and service reliability in the connected home. The report profiles leaders in support services and includes a five-year forecast of the support needs generated by emerging connected devices in the US.


Download Table of Contents (PDF)

1.0          Report Summary

1.1          Purpose of Report

1.2          Key Questions Addressed by this Research

1.3          Research Approach/Sources

2.0          Purchase Support

2.1          Device Purchases

2.2          Purchase Challenges

2.3          Purchase Consultation Services

2.4          Purchase Support Solutions

3.0          Setup and Installation

3.1          Setup and Installation Challenges

3.2          Setup and Installation Services

3.3          Setup and Installation Solutions

4.0          Device Ownership and Ongoing Support

4.1          Ongoing Device Challenges

4.2          Ongoing Support Services

4.3          Ongoing Support Solutions

5.0          Consumer Tech Support Forecasts

5.1          Setup and Installation Services

5.2          One-Time Support Services

5.3          Subscriptions Support Services

5.4          Total Revenue

6.0          Implications and Recommendations

7.0          Appendix

7.1          Glossary

7.2          Index

7.3          Image Sources

Device Purchases and Purchase Intentions – Smart Home Device
Device Purchases and Purchase Intentions – CE Devices
Purchase Questions for Smart Home Devices
Pre-Purchase Consultations
Purchase Consultations
Service Appeal Smart Home Consultation Service
Setup and Installation – Smart Home and CE Devices
Smart Home Devices: Problems Setting Up Device (2016 - 2019)
CE Devices: Problems Setting Up Device (Q2/19)
Setup and Installation Services – CE Device
Setup and Installation Services
Smart Home Premium Setup Services
Service Appeal Setup Services
Device Ownership (Q2/2019)
CE Devices: Technical Problems Experienced (Q2/19)
CE Devices: Technical Problems Experienced (Q2/19)
Smart Home Devices: Technical Problems Experienced (Q2/19)
Smart Home Devices: Technical Problems Experienced (Q2/19)
Technical Support Subscription Services
Service Appeal: Ongoing Technical Support Services
Network Monitoring Solutions
Forecast Methodology – Setup and Installation Services
Total Revenue - Setup and Installation Services
Forecast Methodology - One-time Support Services
Total Revenue - One-time Support Services
Forecast Methodology - Subscription Support Services
Total Revenue - Subscription Support Services
Consumer Premium Technical Support Services

© January 2020 Parks Associates
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Printed in the United States of America. 

Parks Associates has made every reasonable effort to ensure that all information in this report is correct.  We assume no responsibility for any inadvertent errors.


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