"tech support" articles

Bruce Wright , Business Development Director, Americas Business Unit, AirTies Wireless Networks, provided insight on several key industry trends ahead of Parks Associates’ 21st-annual CONNECTIONS™ Conference , which will be held May 23-25 at the Hyatt Regency San Francisco Airport: How is your company engaging consumers through new technology solutions? Today we are seeing many service providers investing heavily to bring faster Internet speeds to the home, but...

CSS Corp recently hosted an influencer day in Dallas, where it showcased its business focus. CSS Corp, like many other support companies, is rethinking its business strategy in the wake of the IoT. A central aspect of the company’s focus is not trying to be everything to everyone. Instead, the company’s business strategy is centered on customer experience, revenue creation, specialization, and operational efficiency for its customers. Today, when brands talk about navigating...

A major business disruption stemming from the increasing connectivity of consumer electronic devices is the growing need for ongoing support among consumers. The resulting business challenge is that many companies that had not previous developed capabilities in this area find themselves in a position where providing such services is inevitable. Many are now preoccupied with how to accomplish the following: Increase support efficiency Minimize the use of support...

Chris Koverman , VP of Product & Engineering, Support.com, provides insight on several key industry trends for Parks Associates’ 11th-annual CONNECTIONS™ Summit conference , which will be held January 5 at CES 2017 in Las Vegas: What is the most important next step to engage consumers in smart home solutions, connected entertainment services, and/or value-added services like tech support and connected health? Smart home solutions will need to be brain dead simple...

Companies often talk about their goals to provide a superior user experience, but what exactly do they mean when they say that? What all does the user experience entail? The user experience (UX) and the user interface (UI) of a product are sometimes referred to interchangeably by ecosystem players—yet the two terms have different meanings. A user interface is the means by which a user can interact with his or her device or service. Companies are transforming user interfaces...

Protecting customer information is not just about protecting the customer but also protecting the operators’ investments in video analytics data. Any security breach reduces customer trust in their video service provider and reduces the trust of vendors, partners, and advertisers in the ability of an operator to provide valuable analytics information and insight. Join Parks Associates and Verimatrix on Tuesday, July 19 for a complimentary one-hour industry webinar  examining...

Recent Parks Associates research shows tech support subscribers are more engaged than ever with these services. More than 70% of U.S. broadband households with a tech support subscription used this service at least once during a 12-month term, up from 57% in 2014. The research also showed the demographics of tech support subscribers shifting to consumers 65 and older and tech support consumers keeping their subscriptions longer and using them more. Parks Associates’ analysts...

Small businesses (SMBs) represent a significant opportunity for IT products and services. These companies appreciate the advanced IT products and services that large companies use to enhance their operations but usually cannot afford the enterprise-class infrastructure, software, and solutions available to much larger businesses. However, small businesses are adopting connected devices at a significant rate—businesses with 10 or fewer employees own 10 connected devices, and those with...