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 rising occurrence of high-profile security hacks and privacy breaches, as well as being personally victimized, are contributing to ever-increasing consumer anxiety about smart home devices and pla...
A recent study by Parks Associates, a technology-based marketing and research company, finds that 44% of US broadband households own speakers, 37% own headphones bought separately from a phone or musi...
It's also comparable to the 9% annual churn for Netflix (NASDAQ:NFLX), which tops all streaming services, and much better than the 50% rate for Hulu, according to research from Parks Associates. Aside...
Voice-control systems such as Amazon Alexa, Google Home and Apple HomePod will be popular smart-home purchases this 2017 holiday season ... but not as popular as video doorbells. IoT research firm...
