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.
Parks Associates’ latest research underscores this trajectory, revealing that nearly half of internet households now integrate security solutions, including networked cameras and video doorbells. A...
Roku is the most popular brand of streaming media players, followed by Amazon’s Fire TV, according to new data from Parks Associates. “Historically, Amazon and Roku have dominated the streaming med...
A recent report from Parks Associates, titled the Tech Ecosystem Dashboard, indicates that Roku is the most frequently used brand of streaming media players (SMP), with Amazon following closely behind...
According to survey data from Parks Associates streaming media players have increased their market share in U.S. households, with 46% of internet households owning at least one. Roku and Amazon’s...
