Industry report examines the evolution of tech support services, processes, tools, and business models in response to the Internet of Things (IoT)

Newly released Parks Associates research in Tech Support: Meeting IoT Demands reports 84% of U.S. broadband households set up their entertainment and computing devices on their own, while 60% of U.S. broadband households set up their smart home devices on their own. The report finds that despite this independent onboarding process, consumers’ need for tech support persists and will increase as they bring more connected devices into the home.

“Consumers’ home networks are rapidly expanding through the adoption of complex connected devices,” said Patrice Samuels, Research Analyst, Parks Associates. “For example, 27% of U.S. broadband households owned a connected health device by the end of 2014. As consumers embrace new categories of devices, support needs will increase dramatically. Support providers must invest in new tools and solutions that minimize the burden on support resources.”

Tech support is a key factor in tying together the Internet of Things, according to Parks Associates. Support services can ensure a positive user experience, monitor devices for proper operation, and protect the connected home from online attacks. Approximately 60% of U.S. broadband households have concerns over the device security and data security when using connected devices.

“Consumers appreciate the convenience and control that comes with increased connectivity, but they are aware of the potential risks,” Samuels said. “High-profile media reports, such as the reported possibility that Samsung TVs with voice recognition could capture users’ personal information, only heighten their concerns. Manufacturers and service providers must design security into their connected products and communicate directly to consumers regarding their ongoing efforts to combat security risks.”

Parks Associates will address business models and new technologies for the technical support industry at CONNECTIONS™: The Premier Connected Home Conference May 19-21 in San Francisco. Samuels will moderate the interactive panel sessions “Managing IoT Services” and “Next-Gen Support Services: Connected Devices and IoT” on Wednesday, May 20, featuring executives from Affinegy, Assurant Solutions, Asurion, HFN Inc. / Nanoheal, PlumChoice, Radialpoint, ROC-Connect, and Support.com.

Tech Support: Meeting IoT Demands highlights the impact of the IoT on consumer technology brands and the connected consumer. The report identifies how technical support services, processes, tools, and business models must evolve in order to meet the new demands of the IoT. It also includes a forecast for the support of emerging devices in U.S. households from 2015-2019.

Tech Support: Meeting IoT Demands is available for purchase at www.parksassociates.com. To schedule an interview with Patrice Samuels or to request specific research data, please contact Holly Sprague at [email protected].

About Parks Associates: Parks Associates, a woman-founded and certified business, is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates provides business intelligence and research services through its proprietary methodologies developed over decades, including quarterly surveys of 10,000 internet households.

The company's expertise crosses many industries: home security and smart home, streaming video, broadband and pay-TV services, digital media and platforms, gaming, Wi-Fi and home networks, connected health, support, consumer electronics, home control systems, energy management, and tech solutions for the multi-dwelling (MDU), small-to-medium business (SMB), and commercial building markets.

Each year, Parks Associates brings thousands of leaders together for its webinars and annual events. The firm hosts the annual executive research and strategy conferences CONNECTIONS™, Connected Health Summit, Smart Energy Summit, Smart Spaces, and Future of Video. https://www.parksassociates.com
 

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