In the past, many organizations successfully passed along the cost of specialized technical services in the form of premium tech support to end users. Customers were given the option of a one-time fee for a support “instance,” or a subscription that enables multiple sessions for a multitude of technical needs.
According to research from Parks Associates, more than 50 percent of smart home device owners are willing to pay for technical support for emerging connected technologies. However, when it comes to the early stages of the customer lifecycle, brands are smart to pay for support as it increases activation, initial usage and product adoption. As these brands bring new products and innovations to market, offering services that help end-users adopt them drives greater revenue and reduces the number of returns.
From the article "Tech Support: How to Embrace Inbound Calls and Build Customer Loyalty" by Paul Weichselbaum.
In related news, Parks Associates recently reported that the rate of cancellations for internet (a.k.a. OTT) video services among U.S. broadband households has held steady over the past three years at...
Out with the old and in with the high-tech. A new survey from Coldwell Banker Real Estate LLC and Parks Associates found that Americans are thinking differently about “move-in ready” homes; they now w...
More than half of all U.S. households with broadband subscribe to Netflix, according to Parks Associates. Competitors such as Amazon video are in a quarter of broadband households and Hulu is in about...
Reserve soon–only a little over a week away! Hosting over 250 senior executives, the Parks Associates Connected Health Summit spotlights health technologies as part of the Internet of Things (IoT) phe...
