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.
Amazon controls one of the most-dominant streaming TV platforms in the United States, with its Fire TV operating system installed on 40% of devices in the domestic market, according to data from Parks...
“ADT is a powerhouse player in the residential security space, and this move to divest its commercial business shows the focus they are highly focused on the residential market,” adds industry analyst...
In March 2021, Parks Associates reported that 34% of all U.S. senior broadband households use smart speakers or smart displays. The firm defined seniors as those over 64 years of age. From the arti...
According to Parks Associates, 30 percent of US broadband households live in multi-dwelling unit (MDU) housing and there are 700K multifamily properties in the United States. From the article, "202...
