According to research from Parks Associates, US broadband households now own an average of seven and a half connected computing and video entertainment devices, and 18% own at least one smart home device. Smart home products and systems will generate over seven million support requests in the US in 2015, and approximately 11 million in 2019, the firm said.
"Enabling even simple IoT usage involves high levels of complexity that can generate technical problems," said Patrice Samuels, research analyst, Parks Associates. "Fortunately, some of the very features of connected devices that are driving complexity throughout the home are also giving brands the opportunity to serve customers better. Advances in access to consumer devices dramatically improve support efficiency, and the large volumes of data generated by connected devices provide insight for effective diagnosis and guidance for support and product improvements."
From the article "IoT adoption to spur fresh customer service approaches" by Michelle Clancy.
In the last 12 months about 19% of US broadband households or about one in 5 households have cancelled a OTT service like Netflix. At the end of 2015, 20% of U.S. broadband households had cancelled at...
Before news broke Friday that AT&T has stopped bleeding TV customers, Parks Associates tried to put a finger on what sort of subscriber numbers for the company’s new streaming TV service would warrant...
As Facebook CEO Mark Zuckerberg publishes his manifesto outlining the company's ongoing commitment to filter out false news and hoaxes without undermining free speech, the findings from a new study by...
The margins between households who subscribe to traditional TV and those opting to cut the cord continue to widen, according to new research from Parks Associates. The number of households adopting st...
