Parks Associates: 50% of key consumer segment intends to purchase a smart home device in the next 12 months

Support.com and Parks Associates to examine IoT support strategies that help manage the customer experience

Dallas, TX, September 21 - Parks Associates research finds support services are a critical part of brand strategy in the Internet of Things (IoT). According to Parks Associates' consumer research and segmentation, one-third of a key segment of consumers under 35, with high income and education, own a smart home device and more than 50% intend to purchase one in the next 12 months.


"These young, ‘go-getter' consumers have a strong desire for comfort and convenience, and that combined with concerns about home safety and security makes smart home devices very attractive," said Patrice Samuels, Research Analyst, Parks Associates. "They are also accustomed to plug-and-play technology that just works. As we enter the next wave of smart home adoption, support strategies need to integrate with product design and development so that the consumer experience is seamless. Otherwise these consumers will quickly move to another product that does deliver on this IoT promise."

Parks Associates will present new consumer research and highlight growing opportunities for support strategies in the complimentary webcast "Behind the Scenes - Support Strategies for IoT Success," co-hosted by Support.com, on Tuesday, September 22 at 1:00 p.m. CT. The webcast, featuring Chris Koverman, Vice President, Engineering, Support.com; Alex Poulos, Vice President, Marketing, Support.com; and Patrice Samuels, Research Analyst, Parks Associates, examines how robust support strategies starting at product inception help brands to manage customer experiences more effectively, which will drive success in IoT.

"The rise of the IoT necessitates an entirely new paradigm for customer support and demands we shift focus to the customer experience - from purchase through upgrade," Poulos said. "Today's customers also expect their technology to work perfectly, and when it doesn't, they want first to be able to correct it themselves before asking for help. In this webcast, we'll explore strategies to meet these emerging needs."

"New device functionality introduced by the Internet of Things has increased the level of technical complexity in broadband households. Currently, one-half of smart home device owners experience problems with at least one device monthly," Samuels said. "Customer support is increasingly critical to achieve product success in this environment. Brands need to leverage the connectivity and data-generating capabilities of new devices to help consumer navigate these complexities and promote better product experiences."

The webcast will also analyze the usage of data analytics to drive continuous improvements in the overall product experience. Webcast registration is complimentary; register online at http://www.parksassociates.com/support-sept2015.

To schedule an interview with Patrice Samuels or to request specific data, contact Holly Sprague at hsprague@gmail.com, 720.987.6614.

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

Featured Product

This is Control4 Home Automation with Amazon Alexa.

This is Control4 Home Automation with Amazon Alexa.

INTRODUCING THE SIMPLEST WAY TO CONTROL YOUR ENTIRE HOUSE YOUR VOICE. Imagine this... We've all been there-walking through the door into a dark house, arms full. Wouldn't it be nice to tell your house to offer a helping hand? Now you can. A simple voice command-such as "Alexa, turn on Welcome"-lights up the hallway and kitchen, fires up your favorite Pandora station, while the door locks itself behind you. This is Control4 Home Automation with Amazon Alexa.