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Market Research Report

Onboarding and Technical Support for the Connected Home

Published by Parks Associates Product code 909928
Published Content info 40 Pages
Delivery time: 1-2 business days
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Onboarding and Technical Support for the Connected Home
Published: January 24, 2020 Content info: 40 Pages
Description

SYNOPSIS:

Consumer onboarding experience with connected home products and systems is critical to maximizing customer lifetime value, through its impact on factors like product return rates and brand loyalty. This report examines approaches to providing positive experiences with elements of onboarding including installation and other strategies to ensuring product and service reliability in the connected home. The report profiles leaders in support services and includes a five-year forecast of the support needs generated by emerging connected devices in the US.

ANALYST INSIGHT:

“Positive consumer onboarding experiences with connected home products and systems are critical to brand success. These experiences also have significant impact on product return rates and brand loyalty,” 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 Questions Addressed by this Research
  • 1.3. Research Approach/Sources

2.0. Purchase Support

  • 2.1. Device Purchases
  • 2.2. Purchase Challenges
  • 2.3. Purchase Consultation Services
  • 2.4. Purchase Support Solutions

3.0. Setup and Installation

  • 3.1. Setup and Installation Challenges
  • 3.2. Setup and Installation Services
  • 3.3. Setup and Installation Solutions

4.0. Device Ownership and Ongoing Support

  • 4.1. Ongoing Device Challenges
  • 4.2. Ongoing Support Services
  • 4.3. Ongoing Support Solutions

5.0. Consumer Tech Support Forecasts

  • 5.1. Setup and Installation Services
  • 5.2. One-Time Support Services
  • 5.3. Subscriptions Support Services
  • 5.4. Total Revenue

6.0. Implications and Recommendations

7.0. Appendix

  • 7.1. Glossary
  • 7.2. Index
  • 7.3. Image Sources

List of Figures

  • Device Purchases and Purchase Intentions - Smart Home Device
  • Device Purchases and Purchase Intentions - CE Devices
  • Purchase Questions for Smart Home Devices
  • Pre-Purchase Consultations
  • Purchase Consultations
  • Service Appeal Smart Home Consultation Service
  • Setup and Installation - Smart Home and CE Devices
  • Smart Home Devices: Problems Setting Up Device (2016 - 2019)
  • CE Devices: Problems Setting Up Device (Q2/19)
  • Setup and Installation Services - CE Device
  • Setup and Installation Services
  • Smart Home Premium Setup Services
  • Service Appeal Setup Services
  • Device Ownership (Q2/2019)
  • CE Devices: Technical Problems Experienced (Q2/19)
  • CE Devices: Technical Problems Experienced (Q2/19)
  • Smart Home Devices: Technical Problems Experienced (Q2/19)
  • Smart Home Devices: Technical Problems Experienced (Q2/19)
  • Technical Support Subscription Services
  • Service Appeal: Ongoing Technical Support Services
  • Network Monitoring Solutions
  • 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
  • Consumer Premium Technical Support Services
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