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.
Harry Wang, director of mobile and health products research at Dallas-based Parks Associates, said the digital fitness tracker is the fastest-growing category in the connected health device market, an...
Apple’s iPhone accounted for 40% of all smartphones in use in the US, according to the latest 360 View, Mobility & the App Economy research released by Parks Associates. Following up on comScore’s...
With more of us now using streaming video services during the COVID-19 pandemic—about three-quarters of all U.S. households subscribe to at least one streaming service, according to research from Park...
Netflix and other streaming services have dealt with a variety of password-stealing schemes and other scams for years. Netflix announced earlier this year it was trying to crack down on password-shari...
