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.
Interactive streaming sounds great on the face of it—lean-forward experiences offer levels of engagement that passive viewing can’t compete with. However, according to Parks Associates’ Jennifer Kent,...
The streaming device manufacturer, and operator of The Roku Channel streaming service ended the third quarter of 2024 with 85.5 million streaming households, and according to data compiled by Parks As...
Parks Associates reports that among smart TV owners, which includes 66% of all U.S. internet households, more than 37% say Samsung is the brand used most often in the home. Many consumer electronic...
Parks Associates research finds that Samsung and LG combine to capture more than half of the U.S. smart TV market. According to consumer technology research firm Parks Associates, the majority of U...
