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Parks Associates: 63% of Consumers Prefer to Handle Technical Support Issues Over The Phone

Staff Report

Tuesday, October 4th, 2022

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

All media are invited to attend. Register at https://www.parksassociates.com/routethis-oct2022. To request data or an interview, contact Rosey Sera at [email protected] or 972-490-1113.