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Support Services

Q4 2018

Industry Report

Support Services for the Connected Home

As the connected home ecosystem continues to grow and the technical complexity of broadband households increase, the technical support needs of consumers change. This report examines consumer support needs for new and emerging connected devices along with the various approaches to problem solving among consumers. It also details support service trends and forecasts the revenue opportunity for premium technical support services in the U.S.


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1.0          Report Summary

1.1          Purpose of Report

1.2          Key Burning Questions Addressed by this Research

1.3          Research Approach/Sources

2.0          Support Services for the Connected Consumer

3.0          Connected Device Adoption

3.1          Computing, Entertainment, Health, and Emerging Devices

3.2          Smart Home Devices

4.0          Device Problems

4.1          Computing, Entertainment, Health and Emerging Device Problems

4.2          Smart Home Device Problems

5.0          Resolving Device Problems

5.1          Self-Help versus Professional Support

5.2          Premium Support

5.3          Support Subscriptions

6.0          Emergence of Smart Home Device Support

6.1          Consumer Technology Brand Leaders: BestBuy and Verizon

6.2          Independent Support Providers

6.3          Home Service Providers

6.4          Network Monitoring Providers

7.0          Consumer Tech Support Forecasts

7.1          Setup and Installation Services

7.2          One-Time Support Services

7.3          Subscriptions Support Services

7.4          Total Revenue

8.0          Implications and Recommendations

9.0          Appendix

9.1          Glossary

9.2          Index

Average Number of Connected Devices per U.S. BB HH (2015 – 2018)
Computing and Entertainment Device Adoption
Number of Connected Health Devices Owned (2013 - 2018)
Smart Home Device Adoption
CE Device: Number of Technical Problems Experienced (Q1/18)
Device Problems Computing, Entertainment, and Emerging Devices (2018)
Smart Home Device: Number of Technical Problems Experienced (Q1/18)
Smart Home Devices: Technical Problems (Q1/18)
Problems Setting Up Devices by Smart Home Device (2015 - 2018)
Problems Setting up Devices by Smart Home Device, Cont’d (2015 - 2018)
CE Device: Actions Taken After Experiencing Problems (Q1/18)
Smart Home Device: Actions Taken After Experiencing Technical Problems (Q1/18)
CE Device: Payment for Professional Support (2014 - 2018)
Smart Home Device: Payment for Professional Support (2015 - 2018)
CE Device: Subscription Technical Support Service Adoption (2012 - 2018)
Service Offerings From Consumer Technology Brands
Market Share for Technical Support Subscriptions (Q1/18)
Best Buy Smart Home Support Services
Verizon Smart Home Support Services
Independent Provider - Premium Smart Home Support Services
Amazon - Premium Smart Home Support Services
Network Monitoring Providers - Premium Smart Home Support Services
Smart Home Support Providers
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
Total Revenue - Consumer Premium Technical Support Services

© December 2018 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. 

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.


The Parks Points Newsletter Features All Aspects Of Our Research, Including Smart Home, Iot Devices, Entertainment And Digital Media, Security, Energy, Health, And Consumer Data.