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.
The latest numbers announced by Parks Associates shows that Apple is still leading the smartphone market but the lead is not as big as we thought it will be with Samsung, their biggest rival tagging c...
Those who prefer streaming video-on-demand aren’t shy about sharing passwords. About 6 percent of U.S. broadband households use an over-the-top video service paid by someone living outside of the hous...
“First-time adoption of pay TV is up among Spanish broadband households as is the penetration of pay TV overall. The Spanish pay-TV market in general has a very active, cost-conscious base of subscrib...
Netflix beats all its streaming-video rivals both on number of members and success rate of keeping them signed up, a new study said Thursday. But the rest of the over-the-top market doesn’t need to...
