Supporting the Connected Home:

Transcription

1 Supporting the Connected Home: Preventing the Internet of Broken Things James Morehead, VP, Product Management, Support.com, Inc. Tom Kerber, Director of Research, Home Controls and Energy, Parks Associates Patrice Samuels, Research Analyst, Parks Associates Presented by:

2 Audio recording To replay the webcast, click here: 2

3 Connected CE Adoption Products Systems 3

4 Product Adoption Outpacing System Adoption 4

5 Consumers Experience a Wide Range of Problems Device Problems» Set-up complexities» Functional glitches» User error Problem Frequency» Electronic door locks and security cameras 30% experience problems monthly 10% experience problems daily Support Implications» Incorporate installation and orientation» Automate the process» Proactively address problems Specified Device Problems Automatic Lighting Controls Time errors Lights / sensor malfunction Smart Thermostat Temperature control Accurate operation Electronic Door Lock Not always reliable Door doesn t lock IP Security Camera Image / video quality Device wears out quickly 5

6 Poll Question What is the biggest challenge facing the widespread adoption of connected devices? Cost Security Complexity Lack of standards Other 6

7 % Considered "Very Difficult" Consumers Place Only Moderate Importance on Home Control Devices Difficulty in Giving up CE Devices (Q3/13) In thinking about your current lifestyle, how difficult would it be for your household to completely stop using the following? 80% 70% 60% 50% 40% 30% 20% 10% 0% (Among BB HHs Owning Specified CE Devices) Source: Consumers & Technology Q Parks Associates 7

8 Big CE Spenders are More Likely to Adopt Support Services % Specifying Annual CE Spending Annual Household Spending on Consumer Electronics by Technical Support Subscription Segments (Q3/13) (Among BB HHs) 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Current subscribers Previous subscribers Considered subscription service Never users > $1,000 per year $501 - $1,000 per year $251 - $500 per year $250 or less per year Source: Consumers & Technology 3Q Parks Associates 8

9 Technical Support Opportunity 25% of big CE spenders unfamiliar with support unfamiliar with subscription support services 60% of current subscribers have less than 3 devices covered Top 4 devices currently being covered under subscription technical support plans are computers, smartphones and tablets. 9

10 James Morehead, VP Product Management 20+ years of product management and marketing experience for high-tech companies. Leads Support.com s product strategy, user experience design and roadmap. Support.com is the choice of leading communications providers including 3 of the top 5 cable companies in North America, top retailers, and other leading brands in software and connected technology. 10

11 Customer Support Complexity is Rapidly Increasing Exponential growth in number of devices and interactions Complexity and dependence on 3 rd party products increasing Support must go beyond problem resolution to onboarding and ongoing enablement 65% of products supported highly complex (up from 42% in 2003) 1 Issues involving 3rd party products take 45% longer to resolve 1 Sources: 1 TSIA Customer Service Benchmark Survey (2013) 11

12 Talk Therapy Won t Scale for Complex IoT Problems Actual Customer Support Call Customer I don t know, there s the Ethernet one, the one next to it, and then there s three blank ones. With the grey cord or with the yellow cord? Wait this is printing, what the heck just happened? Ok. That s the one with the yellow inside of it, right? I have a serial number, but Nope, I don t see any of that Agent Plug it into the Ethernet port. The one that goes from your cable box, plug that one into your Ethernet port. I don t know, I can t see it, unless you can tell me the model number of the router, I don t know what you are looking at. Normally right next to it will be the model number, a W-something or an N-something.

13 Poll Question How important is the Internet of Things to your organization s business and/or go-to-market strategy? 1 (not very important) (very important) 13

14 Traditional Contact Center Metrics are Insufficient Companies are hungry for data about how their products interact and perform in a connected world

15 It Isn t About Hundreds of Features Personalizing IoT Individual smart products that address specific customer needs will catalyze adoption, but companies that can tie these solutions together will be the critical enablers of the true connected economy. Forrester (2013) Consumers aren t buying connected homes, smart homes or Internet of Things Products Consumers are buying:» A way to know their kids have arrived home safely from school» A way to make their house secure and appear lived in while on vacation» A way to have their lawn and garden watered automatically based on the weather» A way to know their aging parents are active and healthy» A way to know their garage door is closed after driving away from their home Customer support is more than just fixing problems: customer support is about onboarding and ongoing enablement 15

16 The Solution Great technology combines agent expertise and automation» Tech agent experience and training» Device diagnostics» Automation technology» Codified best practices Customers are confident the problem will be solved 16

17 Smartphones Can Radically Transform Customer Support Telepresence see what the customer is seeing Augmented reality show rather than tell App co-browsing quickly educate customers Network presence connected home context

18 Nexus Service Platform 18

19 Beyond Scripting Combining Diagnostics, Automation and Workflow Tech Agent View Supervisor / QA View Structured Workflow Automated Solutions Contextual Diagnostics Rich Analytics 19

20 Holistic View of the Connected Home 20

21 Support.com Overview Support.com is a leading provider of cloud-based services and software that enable technology support for a connected world. Our cloud-based Nexus Service Platform enables companies to» Resolve connected technology issues quickly» Boost their support productivity» Dramatically improve their customer experience Leading brands have achieved success with Support.com» New premium support revenue streams» Enhanced customer experience» Reduced costs for technology support All with minimal up front investment and risk 21

22 Questions 22

23 Thank You! James Morehead, VP, Product Management 900 Chesapeake Drive Redwood City, CA Office: Tom Kerber, Director of Research Patrice Samuels, Research Analyst N. Dallas Parkway, Suite 575 Dallas, Texas Office: Fax: N. Dallas Parkway, Suite 575 Dallas, Texas Office: Fax: