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.
Table of Contents
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Executive Summary
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)
Companies Mentioned
- 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
- 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
