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.
Advanced voice control technology is a growing good bet, especially when it comes to consumers on the younger end of the demographic spectrum. Millennials show particular comfort with voice control of...
By the end of 2020, there will be 17.2 million 5G consumer market subscriptions worldwide, concentrated in the US, Japan, South Korea, China, Australia, and major industrial nations in Western Europe,...
“It’s no surprise that the tech giants like Google, Amazon and Samsung have moved into this product category,” says Brad Russell, research director at consulting company Parks Associates. “Home networ...
Parks Associates released findings in October estimating that 46 percent of U.S. Millennials with smartphones use voice recognition software, while a separate report from TiVO indicated 43 percent of...
