60% of consumers self-install smart home devices, but majority of device owners would prefer professional assistance

Industry report examines the evolution of tech support services, processes, tools, and business models in response to the Internet of Things (IoT)

Dallas, Texas, April 22, 2015 - Newly released Parks Associates research in Tech Support: Meeting IoT Demands reports 84% of U.S. broadband households set up their entertainment and computing devices on their own, while 60% of U.S. broadband households set up their smart home devices on their own. The report finds that despite this independent onboarding process, consumers' need for tech support persists and will increase as they bring more connected devices into the home.


"Consumers' home networks are rapidly expanding through the adoption of complex connected devices," said Patrice Samuels, Research Analyst, Parks Associates. "For example, 27% of U.S. broadband households owned a connected health device by the end of 2014. As consumers embrace new categories of devices, support needs will increase dramatically. Support providers must invest in new tools and solutions that minimize the burden on support resources."

Tech support is a key factor in tying together the Internet of Things, according to Parks Associates. Support services can ensure a positive user experience, monitor devices for proper operation, and protect the connected home from online attacks. Approximately 60% of U.S. broadband households have concerns over the device security and data security when using connected devices.

"Consumers appreciate the convenience and control that comes with increased connectivity, but they are aware of the potential risks," Samuels said. "High-profile media reports, such as the reported possibility that Samsung TVs with voice recognition could capture users' personal information, only heighten their concerns. Manufacturers and service providers must design security into their connected products and communicate directly to consumers regarding their ongoing efforts to combat security risks."

Parks Associates will address business models and new technologies for the technical support industry at CONNECTIONS™: The Premier Connected Home Conference May 19-21 in San Francisco. Samuels will moderate the interactive panel sessions "Managing IoT Services" and "Next-Gen Support Services: Connected Devices and IoT" on Wednesday, May 20, featuring executives from Affinegy, Assurant Solutions, Asurion, HFN Inc. / Nanoheal, PlumChoice, Radialpoint, ROC-Connect, and Support.com.

Tech Support: Meeting IoT Demands highlights the impact of the IoT on consumer technology brands and the connected consumer. The report identifies how technical support services, processes, tools, and business models must evolve in order to meet the new demands of the IoT. It also includes a forecast for the support of emerging devices in U.S. households from 2015-2019.

Tech Support: Meeting IoT Demands is available for purchase at www.parksassociates.com. To schedule an interview with Patrice Samuels or to request specific research data, please contact Holly Sprague at hsprague@gmail.com.

About Parks Associates
Parks Associates is an internationally recognized market research and consulting company specializing in emerging consumer technology products and services. Founded in 1986, Parks Associates creates research capital for companies ranging from Fortune 500 to small start-ups through market reports, primary studies, consumer research, custom research, workshops, executive conferences, and annual service subscriptions.

The company's expertise includes digital media and platforms, entertainment and gaming, home networks, Internet and television services, digital health, mobile applications and services, support services, consumer apps, advanced advertising, consumer electronics, energy management, and home control systems and security.

Each year, Parks Associates hosts industry webcasts, the CONNECTIONS™ Conference Series, Connected Health Summit: Engaging Consumers, and Smart Energy Summit: Engaging the Consumer. http://www.parksassociates.com

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