Supporting the Smart Home: Getting to the Right Solution

October 4, 2022 | 1 PM CT (2 PM ET / 11 AM PT)

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Co-hosted by RouteThis and Parks Associates

US internet households have an average of 16 connected devices in their home, and 52% experienced at least one technical problem last year, while 38% experienced two or more.

This webinar assesses the top issues facing support staff in the connected home space and highlights the opportunity for self-service tools to meet the needs of connected consumers and support staff.

Even after educating the consumer on the benefits of a device or service and making the sale, the smart home manufacturer’s work is not done. Consumers sometimes still need support, and providing remote support can be challenging and costly. According to Parks Associates consumer data, 63% of consumers prefer to handle technical support issues over the phone. In the worst case, the device owner may return the device, even when the problem is connectivity which may be out of the manufacturer's control.

The NPS for home internet providers at the end of 2021 was seven, and that stat points to a very mixed experience with the service that is a foundation of the smart home. Connected devices depend on a strong, stable Wi-Fi signal to reliably deliver the benefits they promise. Devices on the edge of a home's Wi-Fi are particularly vulnerable, and several of these devices move a large amount of data to and from the cloud, such as cameras. Others, such as smart garage doors and smart gate openers provide access to the home and could create a frustrating hassle for a resident who has returned home with groceries, or children, or from a tough day at work.

These frustrations won't always be directed at the service provider and instead drive support calls to the device-makers. Parks Associates' research shows that 55% of smart home product owners contacted the device manufacturer to provide support; this grows higher for networked cameras, smart garage door openers, and smart sprinklers.


Kevin Kraus, VP Technology Alliances, Smart Residential Solutions, ASSA ABLOY

Jason Moore, Co-founder and CEO, RouteThis

Chris White, Senior Analyst, Parks Associates

Jing Xue, Director of Product Management, Wyze

Kevin Kraus Kevin Kraus, V.P. Global Programs and Technology Alliances, Smart Residential Solutions, ASSA ABLOY

As V.P. of Global Programs and Technology Alliances, Kevin is responsible for implementing and successfully executing global development programs and managing Yale and ASSA ABLOY’s participation in technology alliances. Prior to being promoted in August 2021, Kevin was Director of Technology and Partner Integration for Yale and August residential electronic lock business since 2018 and was responsible for defining key product technologies and developing partner integration strategies and tools to support seamless lock integration. Prior to that role, Kevin was Director of Product Development for Yale residential locks, responsible for product strategy, product development, and technology. 
Before joining ASSA ABLOY in 2009, Kevin spent 11 years as Director of Product Management for electronic locks for the Schlage Residential Business. Kevin also spent 7 years with Honeywell’s Security Group as Product Manager for Honeywell Residential Security Products. Kevin has extensive experience in the IOT, Residential Security, and Home Automation Business and is a subject matter expert in residential electronic locks, residential security and home automation systems and residential systems communication technologies. Kevin is also on the Z-Wave Alliance, Zigbee Alliance, and Thread Board of Directors and Treasure of both the Thread Group and Z-Wave Alliance.

Jason Moore Jason Moore, Co-founder and CEO, RouteThis

Jason has over 10 years of experience in all facets of the industry, from silicon engineering to software development to SaaS sales. Prior to founding RouteThis, Jason was CEO of a leading video platform in the early smart home market.

Chris White Chris White, Research Director, Parks Associates
Twitter ID: @cwhiteinsights

Chris is a Senior Researcher with Parks Associates, covering the connected home market. He was previously a Director of Insights at PeopleMetrics in Philadelphia and the Data Manager of a youth-serving collaborative in New Orleans. He has performed research for companies in a variety of industries, including the telecom/ISP space.

Chris earned his BBA in Marketing from the College of William & Mary and his MBA in Marketing and Finance from American University.

Jing Xue Jing Xue, Director of Product Management, Wyze
Twitter ID: @WyzeCam

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