Digital Home Support Services

Thursday, May 14, 2020

41% of US broadband households concerned about hackers accessing their devices

Parks Associates and PSA Certified highlight importance of device security and standard frameworks in industry webinar 

Parks Associates research reveals 41% of US broadband households are concerned about hackers getting access to their devices. With concerns higher among households without smart home devices, these fears could contribute to reluctance among consumers to purchase these devices. The international research firm will address the importance of establishing devic ...read more

Wednesday, February 12, 2020

Over 33% of CE device owners experienced technical problems with their device over the past year

New whitepaper examines the direct connections between support services and consumer engagement with connected solutions

Parks Associates today released a new whitepaper Next-Generation Support: Building an Engagement Platform, which finds over 33% of CE device owners report experiencing problems with their device over the past year. The whitepaper notes that even as these problems could extend to damage a brand’s reputation, they present an opportunity for service providers ...read more

Tuesday, January 15, 2019

U.S. revenues from one-time support services will total $1.7 billion by 2022

New research report addresses problems facing connected devices owners

A new industry report from Parks Associates reveals just over 30% of computing and entertainment device owners report experiencing loss of wireless connectivity, identifying home network routers and streaming media devices most frequently as the source of the problems. Support Services for the Connected Home reports the percentage of households with a technical support subscription has held steady at clos ...read more

Thursday, November 08, 2018

More than 50% of consumers who set up smart home devices themselves report setup problems

Webcast to address tech support opportunities through automated cognitive and intelligent technologies and automated connected devices

Parks Associates research finds most smart home owners set up their devices on their own and more than 50% of these consumers report setup problems. These issues have not translated into greater adoption of tech support services—one-fifth of U.S. broadband households have a subscription. The research firm will examine opportunities to improve ...read more

Wednesday, October 17, 2018

12% of smart home device owners report unresolved technical problems in 2018

New Parks Associates data reveals spike in unresolved problems among smart home device owners

New consumer data from Parks Associates shows 12% of smart home device owners in U.S. broadband households report technical problems going unresolved in 2018, compared to approximately 5% in the previous three years. 360 View: Supporting the Connected Consumer examines consumer appetite for self-help, professional, and premium support services, as well as consumer adoption of extend ...read more

Tuesday, August 08, 2017

Over 20% of U.S. broadband households have a technical support subscription

New research examines Amazon’s impact on tech support services and subscriptions

New research by Parks Associates reveals more than one-fifth of U.S. broadband households have a technical support subscription. According to 360 View: Supporting the Connected Consumers, Best Buy is currently the leading provider of technical support subscriptions for many connected devices, including desktops, laptops, and tablets. However, the firm notes that Amazon’s recent decision to offer ...read more

Thursday, June 08, 2017

Parks Associates and SUTHERLAND host industry webcast to examine support strategies for the IoT

Complimentary webcast explains how data and AI can be leveraged to improve customer engagement

Parks Associates announced it will co-host the webcast “Support Strategies for an IoT World” with SUTHERLAND today, Thursday, June 8, at 1 p.m. CT. The complimentary webcast will examine support strategies to leverage consumer data, analytics, and innovations such as artificial intelligence (AI) to create optimal and personalized user experiences (UX).

“The IoT creates innumera ...read more

Monday, February 06, 2017

45% of U.S. broadband households are very concerned about unauthorized access regarding smart home devices

Complimentary webcast examines trends for support strategies and IoT technologies revealed at CES® 2017

An upcoming webcast on February 9 from Parks Associates will review top IoT trends and technologies revealed at CES® 2017, the support strategies emerging around these innovations, and tools to protect consumer privacy while leveraging data for proactive support. The IoT research firm recently announced new data at CES showing that 26% of U.S. broadband households now own ...read more

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