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.
Parks Associates is an internationally recognized market research firm specializing in emerging consumer technology products and services. The company’s expertise includes the Internet of Things (IoT)...
In June, Parks Associates released a study that found video-streaming services in the U.S. will see revenue jump from $9 billion in 2014 to $19 billion in 2019. The company reported that 57% of househ...
On top of that, the industry churn rate—a metric used to reflect cancelled subscriptions to streaming services overall—shot up 41% in Q1, the most recent statistic available, as consumers experimented...
Luring and keeping customers is becoming harder as the online streaming market gets more crowded and subscribers, freed from cable television’s contract model, can cancel service with a click of the m...
