Navigating the Connected Device Era: Unveiling Consumer Support Demands

Parks Associates research shows connected device adoption continues to grow, and with it, demand for technical support does as well.?The study, Support Services for Modern Connected Lifestyles, examines the support needs and options for consumers buying, installing, and using consumer electronics and smart home devices.

Consumer technical support needs are strongly influenced by the number and type of connected devices owned. More consumers working from home has led to an increase in the number of computing devices being used in internet households.

At the same time, the #smarthome industry seeks to attract more mainstream buyers. Early adopters are willing to overlook bugs in early-generation products and put in the effort to make their experience just right, but ease of use and top-notch technical support are critical for mass market consumers. Both trends drive demand for support services, and providers are responding.

• COVID caused a rush to develop virtual technical support capabilities, including new video support technologies. Several companies also promote Wi-Fi optimization services to help consumers better manage their home networks and have better Wi-Fi experiences. These include Plume Design, Inc , Airties , Veego , Minim , and RouteThis .
• Households with children are particularly likely to experience network problems as multiple household members access Wi-Fi through diverse devices. These households are top buyers of connected home products and services and a clear target market for premium technical support.

New work at home activities makes home network dependability more critical than in the past. These activities are driving high willingness to pay for support services, either as part of a device price at acquisition or aftermarket. Support providers have new opportunities to support consumers’ virtual lifestyles, and to provide that support virtually. They also have a new opportunity to partner with small businesses who are invested in services that promote business continuity as employees work from home.

One key finding from the research includes insights into DIY and device returns.?The research finds that preference for DIY install is dropping, as installation difficulties drive returns.

Consumers want to install devices themselves when possible.?Notably, however, the percentage selecting that option has declined nearly 30% since 2019.?With COVID restrictions off, having a technician come to the home is possible.?Other options such as working with a technician in store, on the phone, or via internet are also viable.?The faster manufacturers develop helpful tools to enable buyers to self-install with help as needed through tools, the better.

Buyers report better success and fewer problems installing CE devices than smart home devices themselves. Even more popular devices such as smart thermostats and networked cameras are challenging.

Note that the top reasons for returns for smart home devices are difficulty with installation or difficulty using the product.?Returns are high and buying rates remain in the low-to-mid single percentages.

Manufacturers and channels will not reach the profit levels desired until installation and usage challenges are addressed and mitigated.

This research, available for purchase, identifies the leading issues consumers experience with connected devices, appliances, and other technology products; the types of issues that demand professional support; and preferred self and professional support strategies. In addition, the research assesses demand for add-on network services.

Key questions addressed:

1)?????What services do consumers need to facilitate smart home device purchases?

2)?????What are the dominant reasons connected devices are returned?

3)?????How are consumers setting up connected devices?

4)?????With which connected devices do consumer experience most problems?

5)?????How do consumers prefer to solve their problems?

6)?????Which devices do consumers want covered under technical support subscriptions and extended warranties?

7)?????How often do consumers use their technical support services?

8)?????What problems are consumers experiencing when working and learning from home?

9)??????Which home network support services interest consumers?

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