29.09.15

Park Associates: A New Customer Experience: IoT and the Connected Consumer

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Rapid innovation and new technologies are bringing many highly sophisticated technical products into the connected home. 16% of U.S. broa...

Screen Shot 2015-09-29 at 7.04.19 AMRapid innovation and new technologies are bringing many highly sophisticated technical products into the connected home. 16% of U.S. broadband households own a smart home device and more than one-third of those consumers have experienced a problem with one or more these devices. Consumers are adopting many, often competing products, including smartphones, wearables, smart TVs, smart lighting, security cameras, and connected consumer electronics. Furthermore, these products are increasingly interconnected, creating greater complexity throughout the home and growing support needs. For consumer technology brands to maintain a foothold in the market, leveraging the support needs of their customers to cultivate and maintain strong relationships is critical. However, providing robust support can be challenging due to the growing complexity in broadband households. The increasing connectivity and interoperability among different products often extend diagnostic time and strain resources. However, advanced solutions for tech support gives brands an unprecedented opportunity to connect and deliver a memorable customer experiences while minimizing support costs. This webcast analyzes the value of support services and examines strategies to align solutions with consumer demands. It also examines new tools that can improve the efficiency, consistency, and accuracy of the support process while containing support costs. Learn more about this webcast here: www.parksassociates.com/support-iot-2015 View the PDF here: www.parksassociates.com/bento/uploads/file/webcasts/2015/ParksAssoc-Supportcom-Webcast-March2015.pdf