Smart homes and confused consumers
Connected households are becoming more complex and so are consumer troubles. Parks Associates and Asurion dive into why people are in a state of turmoil with their smart home tech.
Revolutionizing smart home tech care
Smart home devices aren’t always second nature to people. In fact, many people find connected households to be disjointed, fragmented, and challenging—causing confusion for many about what’s not working and when.
Which brings us to this report from Parks Associates and Asurion on how companies can grow revenue and deepen customer relationships by revolutionizing their smart home tech care.
"The opportunity to capitalize on the smart home consumer experience is huge. The promise of the smart home is the whole-home experience, and support must extend to all devices and services and all points in the customer lifecycle." Turmoil in the Smart Home: Impact on User Experience
Key takeaways
They're juggling more devices...
Not only are people managing more gadgets in their homes—on average, 17 devices per household—but also more setup instructions, troubleshooting, and warranty plans.
...or returning them
Difficulty setting up or using devices initially are among the top drivers of returns. Providers should invest in ways to ensure setup is seamless because first impressions matter.
They tend to go it alone...
Due to prior experiences and disheartening customer service, consumers have come to rely on self-diagnosis, web articles, and online videos, only leading to more frustration.
...but prefer having options
When they do eventually opt for tech support, consumers are split on which method is best. The industry can be proactive by designing a better overall customer experience.
What's next?
More tech, less troubles
Check out “Turmoil in the Smart Home: Impact on the User Experience” and find out how brands can take smarter steps when it comes to smart home tech care.