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Support Services for the Connected Home

Published: | Parks Associates | 58 Pages | Delivery time: 1-2 business days


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Support Services for the Connected Home
Published: December 27, 2018
Parks Associates
Content info: 58 Pages
Delivery time: 1-2 business days
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  • Description
  • Table of Contents


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.


“Consumer support needs evolve with the addition of complex connect devices, the number and types of problems encountered with these devices, and attitudes towards self-support versus the use of professional resources for problem solving,” said Patrice Samuels, Senior Analyst, Parks Associates.

Table of Contents

Table of Contents

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