Digital Home Support Services

New whitepaper developed in partnership with RouteThis addresses impact of self-service tools on the user experience and provider support costs

Parks Associates’ latest consumer research reports over one-third of smart home device owners experienced technical difficulties in 2022. The firm’s new whitepaper, Self-Service Support: Improving Home Automation, developed in partnership with RouteThis, addresses support needs across the connected home at the network and device leve ...read more

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 wil ...read more

Industry webinar, in cooperation with Bitdefender, features insights on roles and responsibilities of service providers and device manufacturers in the smart home ecosystem to protect consumer privacy

Parks Associates research finds three in four internet households are concerned about their personal data security, with more than half saying they are very concerned. The research firm will host the webinar “Strategies to Protect and Secure the Always-Connected Consumer” on Th ...read more

Industry webinar features discussion with RouteThis on how brands can use support services to create customer loyalty

Parks Associates research finds 50% of smart home device owners have experienced a recent problem with one or more of their devices, with the majority of problems related to wireless connectivity. These issues contribute to the high return rates for these devices. The research firm will examine how companies can improve the user experience and build brand loy ...read more

Industry webinar features discussion with Calix and Arlo on current support and connectivity challenges in the smart home ecosystem

Parks Associates research from 2Q 2021 finds 42% of US broadband households are very interested in a network monitoring service that proactively identifies and resolves network issues, up from 22% in 2021. This spike in interest comes as households report more tech problems with their Wi-Fi connections and devices in the home. The research firm, ...read more

Industry webinar features discussion with RouteThis and RocketNet on how support services can create differentiation in smart home and broadband services

Recent research from Parks Associates reveals 66% of US broadband households with a smart home device are interested in online tools that empower them to resolve their technical problems. Interest is up from only 41% in 2019, after two years in which smart home adoption expanded while more people are spending more time at h ...read more

Webinar, sponsored by Bitdefender, examines rising consumer privacy and data security concerns 

Parks Associates and Bitdefender, with a special speaker from Comcast Cable, will address holistic digital protection for consumer connected products and services during the industry webinar “Protecting Privacy and Data Security in the Smart Home Era,” on June 10 at 11 am CT US (12:00 pm ET). Research firm Parks Associates finds that 16% of US broadband households report that home ...read more

Annual consumer study tracks changes in use of technology and consumer support preferences in era of COVID-19

Recent research from Parks Associates’ Shifting Support Needs: Opportunities for Remote Solutions reveals one-third of smart home device owners report having technical problems within the last 12 months. A loss of wireless connectivity is the most common problem experience, followed by having an unresponsive device. Shifting Support Needs: Opportunities for Remote So ...read more