Parks Associates announced today that 78% of U.S. broadband households had a home network router in 2012, up from 54% in 2009, with adoption reaching 95% by 2016. The international research firm notes consumer demand for connected and mobile devices is fueling adoption of home network devices, which creates new and complex support demands on the connected home.

Parks Associates will address the service and monetization opportunities in tech support, emerging from the growing ecosystem of network-enabled connected devices, in the complimentary webcast "Premium Support for the Home Network - Moving Beyond the PC," sponsored by Support.com, on March 7 at 2pm EST/11am PST.

"Tablets, game consoles and smartphones have been incredibly popular, but the influx of connected devices adds new layers of complexity to the connected home," said Patrice Samuels, Research Analyst, Parks Associates. "Approximately 35% of broadband households experience home networking problems when trying to sync devices and enable functions."

"In today's world, customer experience has become paramount to every business's success," said James Morehead, Vice President Product Management and Corporate Marketing, Support.com. "With the wide adoption of wireless networks and connected technology, and the challenges that they are causing for consumers, companies have an opportunity to take customer experience management to the next level through premium support."

Parks Associates research finds 68% of U.S. broadband households are interested in new technical support services. Over 70% of these consumers would expect this service to address all of their technical problems, highlighting the importance of a comprehensive support solution that covers all of the devices and services on the home network.

The webcast will address home network adoption and usage, common network and device problems, and revenue and partnership opportunities for home network tech support services for service providers, retailers, and manufacturers. Parks Associates will present new consumer research on tech support services and home networks. Support.com will detail the opportunity for communications providers, retailers, and technology companies, which can open new revenue opportunities and enhance the customer experience by launching technology service programs to help consumers with home networking challenges.

From the article, "Almost 35% of U.S. Broadband Households Experience Problems With Their Home Network." 

Next: Parks Associates President Stuart Sikes to moderate at Cable Congress
Previous: 44% of US broadband households interested in connected appliances with troubleshooting capabilities

Be the first to leave a comment.

Have a comment? Login or create an account to start a discussion.