Research Shows New Opportunities for IoT Support Solutions and Data Analytics for Smart Home Products and CE Devices

Parks Associates today released a new whitepaper, IoT Support: Solutions for the Internet of Tomorrow, which examines the transitions in support services as consumers adopt next-gen connected devices in entertainment, smart home, health, VR, and robotics. The whitepaper, sponsored by CSS Corp, outlines solutions to manage consumer IoT experiences with intelligent support services and the impact of superior and proactive customer support on brand loyalty.

“Product set-up and interoperability issues have created ongoing technical support challenges, and the broad variety of IoT product categories entering the home increases these difficulties and raises the stakes for support providers,” said Patrice Samuels, Senior Analyst, Parks Associates. “Advanced solutions that utilize data analytics can help to anticipate and proactively resolve problems, especially as consumers acquire new connected products with less support history than a traditional PC or router. Next-generation support technologies, such as virtual agents and augmented reality, will be key support tools to manage the increasing complexity of the connected home.”

Parks Associates research shows support automation, built on data analytics from IoT products, has already proven effective in building consumer confidence. The number of U.S. broadband households reporting problems with home networking routers has declined from 28% in 2014 to 18% in 2016. For consumers who recently utilized professional support, 68% were satisfied with the speed of resolution.

“The IoT creates expectations of a seamless and efficient experience, and brands need to deliver,” Samuels said. “Superior customer experience is especially important in the IoT because purchase intentions for smart home devices are higher among current device owners than non-owners; 70% of smart home device owners plan to buy a smart home device in the next 12 months. Problems during the set-up process reduce brand loyalty. Only about 33% of U.S consumers who encountered set-up problems with a brand would purchase a similar product from the company again.”

“CSS Corp is delighted to collaborate with Parks Associates in this research paper. Our IoT Support solutions can effortlessly help customers in mitigating challenges in their connected ecosystem. It ensures transformational customer experience and enhances brand loyalty,” said Manish Tandon, Chief Executive Officer, CSS Corp. “We understand the business value in the IoT space and have built solutions with advanced predictive capabilities to analyze data about customer behaviors in the real world and drive additional revenue opportunities and personalized customer interactions.”

IoT Support: Solutions for the Internet of Tomorrowalso documents the current ownership of IoT solutions in the home:

• 19% of U.S. broadband households own a smart home device
• 33% own at least one connected health device
• 2% own a virtual reality (VR) headset
   

To download IoT Support: Solutions for the Internet of Tomorrow, visit www.parksassociates.com/internetoftomorrow. To schedule an interview with an analyst or to request specific data, contact Holly Sprague at hsprague@gmail.com, 720.987.6614.

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