+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

PRINTER FRIENDLY

Support Services for the Connected Home

  • ID: 4721063
  • Report
  • December 2018
  • Region: Global, United States
  • 58 Pages
  • Parks Associates
1 of 5

FEATURED COMPANIES

  • Amazon
  • Best Buy
  • DVR
  • Hive
  • Minim
  • Radialpoint
  • MORE

As the connected home ecosystem continues to grow and the technical complexity of broadband households increase, the technical support needs of consumers change.

This report examines consumer support needs for new and emerging connected devices along with the various approaches to problem solving among consumers. It also details support service trends and forecasts the revenue opportunity for premium technical support services in the U.S.

Note: Product cover images may vary from those shown
2 of 5

FEATURED COMPANIES

  • Amazon
  • Best Buy
  • DVR
  • Hive
  • Minim
  • Radialpoint
  • MORE

1.0 Report Summary
1.1 Purpose of Report
1.2 Key Burning Questions Addressed by this Research
1.3 Research Approach/Sources

2.0 Support Services for the Connected Consumer

3.0 Connected Device Adoption
3.1 Computing, Entertainment, Health, and Emerging Devices
3.2 Smart Home Devices

4.0 Device Problems
4.1 Computing, Entertainment, Health and Emerging Device Problems
4.2 Smart Home Device Problems

5.0 Resolving Device Problems
5.1 Self-Help versus Professional Support
5.2 Premium Support
5.3 Support Subscriptions

6.0 Emergence of Smart Home Device Support
6.1 Consumer Technology Brand Leaders: BestBuy and Verizon
6.2 Independent Support Providers
6.3 Home Service Providers
6.4 Network Monitoring Providers

7.0 Consumer Tech Support Forecasts
7.1 Setup and Installation Services
7.2 One-Time Support Services
7.3 Subscriptions Support Services
7.4 Total Revenue

8.0 Implications and Recommendations

9.0 Appendix
9.1 Glossary
9.2 Index

List of Figures

  • Average Number of Connected Devices per U.S. BB HH (2015 – 2018)
  • Computing and Entertainment Device Adoption
  • Number of Connected Health Devices Owned (2013 - 2018)
  • Smart Home Device Adoption
  • CE Device: Number of Technical Problems Experienced (Q1/18)
  • Device Problems Computing, Entertainment, and Emerging Devices (2018)
  • Smart Home Device: Number of Technical Problems Experienced (Q1/18)
  • Smart Home Devices: Technical Problems (Q1/18)
  • Problems Setting Up Devices by Smart Home Device (2015 - 2018)
  • Problems Setting up Devices by Smart Home Device, Cont’d (2015 - 2018)
  • CE Device: Actions Taken After Experiencing Problems (Q1/18)
  • Smart Home Device: Actions Taken After Experiencing Technical Problems (Q1/18)
  • CE Device: Payment for Professional Support (2014 - 2018)
  • Smart Home Device: Payment for Professional Support (2015 - 2018)
  • CE Device: Subscription Technical Support Service Adoption (2012 - 2018)
  • Service Offerings From Consumer Technology Brands
  • Market Share for Technical Support Subscriptions (Q1/18)
  • Best Buy Smart Home Support Services
  • Verizon Smart Home Support Services
  • Independent Provider - Premium Smart Home Support Services
  • Amazon - Premium Smart Home Support Services
  • Network Monitoring Providers - Premium Smart Home Support Services
  • Smart Home Support Providers
  • Forecast Methodology – Setup and Installation Services
  • Total Revenue - Setup and Installation Services
  • Forecast Methodology - One-time Support Services
  • Total Revenue - One-time Support Services
  • Forecast Methodology - Subscription Support Services
  • Total Revenue - Subscription Support Services
  • Total Revenue - Consumer Premium Technical Support Services
Note: Product cover images may vary from those shown
3 of 5

Loading
LOADING...

4 of 5

FEATURED COMPANIES

  • Amazon
  • Best Buy
  • DVR
  • Hive
  • Minim
  • Radialpoint
  • MORE

1.0 Report Summary

1.1 Purpose of Report
As the connected home ecosystem continues to grow and the technical complexity of broadband households increase, the technical support needs of consumers change. This report examines consumer support needs for new and emerging connected devices and as well as consumer approaches to technical device problem solving.

It studies the support service offerings of key players in the space and assess the different approaches to providing smart home support. It also details support service trends and forecasts the revenue opportunity for premium technical support services in
the U.S.

1.2 Key Burning Questions Addressed by this Research
What is the rate of adoption of different types of connected devices in U.S. broadband households?
What are the primary issues with traditional and emerging connected devices?
How do consumer typically resolve technical problems?
Through which channel do consumers prefer to resolve technical problems?
What are the strategies and business models being employed by different support
providers?
What is the revenue opportunity for premium technical support services?

1.3 Research Approach/Sources

The Support Services for the Connected Home report draws information and data from several sources:
1. Public information such as websites, financial reports, corporate presentations, conference
calls, press releases, and speeches at conferences.

2. Interviews with technical support vendors and providers, software companies, and retailers.

3. Information from the publisher's reports:
Tech Support Landscape Report (Q1/2018)
The Evolution of Smart Home Products and Services (Q4/17)
The Evolution of Support Services: Global Trends and Outlook (Q4/2016)

Note: Product cover images may vary from those shown
5 of 5
  • Amazon
  • Angie’s List / Home Advisor
  • Apple
  • Asus
  • AT&T
  • Avast
  • AVG
  • Axius
  • B8ta Stores
  • Best Buy
  • Blink
  • CenturyLink
  • Comodo
  • Cox Communications
  • CSS Corp
  • CUJO
  • Dell
  • DVR
  • ecobee
  • Eero
  • Enjoy
  • Frontier
  • Google
  • Handy
  • HelloTech
  • Hive
  • HP
  • Lenovo
  • Level Up Your Home
  • Linksys
  • LogicNets
  • McAfee
  • Microsoft
  • Minim
  • NETGEAR
  • Norton/Symantec
  • Office Depot
  • OneVision Resources
  • OnProcess Technologies
  • Porch.com
  • Puls
  • Radialpoint
  • Ring
  • Samsung
  • SimpliSafe
  • Siri
  • Staples
  • Support.com
  • Takl
  • TaskRabbit
  • Thermostats
  • Trusource Labs
  • Verizon
  • Vivint
Note: Product cover images may vary from those shown
Adroll
adroll