2. ®
February 2015www.securitycoverage.com
The modern family will look more like the
Jetsons than ever before as everything
from refrigerators, washers, diapers and
dog leashes become wirelessly connected
in hopes of improving and simplifying the
consumer’s lifestyle.
3. The Age of Interconnectivity and the Home Network
®
February 2015www.securitycoverage.com
As the number of connected devices
per home rapidly increases, large
interconnected home networks are
becoming the norm. The connected
home continues to make a splash
in the consumer electronic industry
as more devices become wirelessly
compatible and communicative with
other devices. A home networking
environment has become less of
a futuristic luxury and more of a
standard as devices and technology
continue to rapidly improve.
The reach of the connected home had
previously been limited to computers,
tablets, phones, game consoles
and other traditionally connected
devices. However, the connected
home will continue to become a
more complex network of wirelessly
connected devices as more of them
are introduced and mainstreamed. The
modern family will look more like the
Jetsons than ever before as everything
from refrigerators, washers, diapers,
and dog leashes become wirelessly
connected in hopes of improving and
simplifying the consumer’s lifestyle.
The plunge into saturating U.S. homes
with interconnected devices can be
described best as a nosedive. By
2020, there will be 50 billion devices
connected to the Internet1
, with 177
million wearables - smart watches,
fitness tracking bands, Google Glass -
connected by just 2018.2
Interconnected devices are already
in most U.S. households - there
will be 12 connected devices in the
average U.S. household, up
from seven in 2014. Once
a household introduces
one smart device, there is a
50% chance it will acquire
another one within a year.3
Furthermore, nearly 2/3 of
intended smart device buyers
seek one that either is or can
be part of a larger system so
they can continue expanding
their home network as
desired.3
The consumer
is prepared to adapt and
embrace this new simplified
lifestyle that interconnected
technology in the home
presents.
Although these devices
are meant to simplify the
consumer’s lifestyle, connecting
and maintaining all of them is far
from simple. Currently, consumers
who need support with their
connected devices are shuffled
between departments as providers
struggle with deciding which teams
own these functions and how the
questions should be answered. As
these networks keep expanding,
the consumer’s need for technical
support will grow and the pressure
for providers to figure it out will
strengthen. Despite these growing
pains, these customer interactions
also represent a huge opportunity for
providers.
By
2020
By
2018
50 billion
devices
connected to
the Internet 177
million
wearables
connected
U.S. homes with
interconnected
devices
connected devices in
the average U.S.
household by 2020.
12
4. ®
February 2015www.securitycoverage.com
The Missing Link: Supporting the Connected Home
Lack of interoperability between
devices has become the major
pain point for the connected home
consumer. The connected user is
used to instant gratification and
becomes increasingly frustrated
when he or she is bounced between
different departments that can’t
provide support. When the consumer
encounters a problem with a device,
he or she will often turn to the service
provider for assistance.
Unfortunately for the consumer
– and consequently the provider -
the technical support space for the
connected home is not yet owned
and the provider’s capabilities are
far less than perceived. Although
the provider’s job is primarily to
ensure a signal is delivered to the
modem, the consumer has grown to
expect support in streamlining the
connection between their devices and
the provider’s network.
Providers have found that what
they consider “in-scope” in terms
of their responsibilities to their
customers drastically differs from
the customer’s expectations. Years
of common practice have boxed
providers into thinking service ends
at the device, but the evolution of the
connected home has challenged these
assumptions.
Not only do providers feel this kind
of support is out-of-scope, they often
don’t have the capabilities to even
provide it. Provider support agents
are faced with trouble-shooting
and solving problems that may lie
with other companies’ products. For
instance, in the case of a connected
home interoperability issue, the
support agent must determine where
the problem lies. The error could be
with the device, the wiring sensors or
the Wi-Fi network and connections.
It could also be a user error, either in
what a customer did or did not do or
whether the customer didn’t know
how to use the system. A connected
home requires a complex network and
the lack of technical support for that
network leaves the consumer irritated
and puts the consumer-provider
relationship at risk
Currently, the customer experience in
terms of support for the connected
home is being neglected. Most
providers (74%) do not have a well-
developed customer experience
strategy and customers are left to
wander between departments and call
centers in hopes of finding a solution
they feel the provider should have.1
Customers demand better technical
support and are even willing to pay
for it - 86% of customers would pay
more for a product that provides them
better technical support services.1
Meaning, even if a fee is associated,
premium technical support is
preferred because it normally yields a
quick fix and allows the customer to
go about his or her daily life.
As the connected consumer
electronics device adoption rate
continues to rapidly increase,
providers will need to resolve
these support issues to create a
better experience for the customer.
Technology will continue advancing
and premium support for these
devices will become a necessity for
retaining customers - $83 million of
business is already lost annually by
poor customer experience.1
Offering
a so-called “one-stop shop” service
that customers can turn to will help
maintain good customer relationships
and introduce up-sell opportunities
for other services as well.
Although beneficial and
impressive, a connected
home requires a complex
network and the lack
of technical support for
that network leaves the
consumer irritated and
puts the consumer-
provider relationship at risk.
5. ®
February 2015www.securitycoverage.com
Tailored technical support solutions are meant
to supplement the provider’s efforts to improve
the customer experience. There should be a
customized approach, curated to the provider’s
brand and company standards.
of customers would pay
more for a product that
provides them better
technical support services.
86%
Yes
No
6. ®
February 2015www.securitycoverage.com
The Solution: Premium
Technical Support
Although most companies do not have
a well-developed customer experience
strategy, more than 60% of providers say
that a solution for the technical support
problem would positively impact their
customer service and satisfaction metrics.1
This disparity shows that most customers are
dissatisfied with the provider when they do
not receive the support they expect and that
providers are aware of the need to bridge that
gap.
Ensuring a quality customer
experience has taken
priority in many companies
across all industries. In this
fast-moving and ultra-
competitive market, the
differentiator has become
customer-experience
centric. Positive technical
support experiences will
resonate with the customers
accustomed to poor service
and will strengthen customer
loyalty and retention.
So what should this solution
or “Premium Technical
Support” look like? Tailored technical support solutions
are meant to supplement the provider’s efforts to improve
the customer experience. There should be a customized
approach, curated to the provider’s brand and company
standards. Technology doesn’t go “off the clock” so
providing a more satisfactory customer experience also
means being available around the clock. Additionally,
many of the consumers in this space are dependent on
their devices as primary modes of communication so
having a contact option through their chosen channel of
interaction – phone, chat, Email, text, etc. – is important to
the consumer.
Having a U.S.-based support team that works 24/7 is one
thing but if the consumer is not translating the problem
well, the support team member has little to work with.
Having the ability to remotely configure, diagnose and
troubleshoot problems with a customer’s home device
is critical to providing a quick and satisfactory customer
experience. Additionally, with the proliferation of smart
phones and the advancement of their operating systems,
troubleshooting technical support issues for mobile
phones requires an innovative approach. Agents should be
able to remotely support the user’s Android, Blackberry,
iOS, Windows Mobile or other device. These capabilities
enable more precise repairs and troubleshooting while also
increasing one-call resolutions and lowering average call
handle time.
60%
of providers say that
a solution for the
technical support
problem would
positively impact
their customer
service and
satisfaction metrics.
7. ®
February 2015www.securitycoverage.com
As seen above, the questions technical support agents face can differ significantly so a support service that bundles
unlimited support with setting up, troubleshooting and managing the home network and the devices connected to it is
critical in ensuring your consumers have the complete level of support they need.
Premium Technical
Support and
Revenue Growth
Recent research has shown that companies need to
become more innovative and rethink their strategy to
prioritize quality and customer experience over pricing.4
For providers, introducing a Premium Technical Support
component will be key in retention and improving the
customer’s perception of the company.
A Premium Technical Support solution can help companies
grow their revenue as well. Having an innovative technical
support solution can help eliminate customer frustration
while introducing an opportunity for an up-sell of
more premium service or sales of other products and
services. With Premium Technical Support, resources
are restructured and less is spent on on-site calls or
unresolved phone calls. Premium Technical Support allows
the company to turn non-revenue generating calls into a
consistent revenue stream. This solution can also reduce
operating costs of other support services and increase
revenue and service proficiency.
A Premium Technical Support solution can help companies
grow their revenue as well. Having an innovative technical
support solution can help eliminate customer frustration while
introducing an opportunity for an up-sell of more premium
service or sales of other products and services.
SecurityCoverage
Premium Technical
Support agents
routinely handle
a wide range of
questions across
several categories
of traditional
support.
These are the most
common issues
SecurityCoverage
technical support
agents encounter:
10
1
3
5
2
4
6
7
8
9
OS & Software Installation
(Problems installing an Application)
Wi-Fi Network Setup
Wi-Fi Network Troubleshooting
Virus & Malware Removal
Peripheral Setup (syncing other
devices to home network)
Data Recovery
Tune-up & Optimization Issues
Email Support
Forgot Lock Passcode on device
Diagnostics
8. ®
February 2015www.securitycoverage.com
Takeaway:
Premium Technical Support is a Pressing Necessity
Interconnectivity in the home is not a fad. It is an
established lifestyle that continues to become more
pronounced and includes family members of all ages. As
the consumer continues adopting devices, the need for
providers to provide additional support will only heighten.
Premium Technical Support is a vital part of how
providers deliver meaningful support to their customers.
It allows multi-channeled, remote interactions that retain
the customer, open the opportunity for an up-sell all
while helping the customer fix their issue. It guarantees
improvement in customer satisfaction and cost efficiencies.
The reality is you don’t have to be an expert, you just have
to know one. This flourishing industry will only continue
to put pressure on providers to offer technical support.
This support gives providers opportunity to reinvent the
customer experience by providing premium support and
stimulating financial growth from non-revenue generating
calls.
The number of things connected to the Internet has
already exceeded the number of people on earth. By 2020,
there will be 50 billion devices connected to the Internet.
The time of interconnectivity between devices is now and
providers need to stay ahead before they fall behind.
The reality is you don’t have to be an
expert, you just have to know one.
This flourishing industry will only
continue to put pressure on providers
to offer technical support. This
support gives providers opportunity
to reinvent the customer experience
by providing premium support and
stimulating financial growth from
non-revenue generating calls.
9. About SecurityCoverage
SecurityCoverage, Inc. empowers ISP/Broadband/
MSO providers, retailers, and technology
companies to create new revenue streams and
own their customer experience by offering total
technology service programs. SecurityCoverage
is a leading developer of mobile and desktop
security software, data protection, file sharing/
backup, and technical support services. Founded
in 2003 with a clear mission to simplify the use of
technology and provide world class customer
service, we remain relentlessly dedicated to
protecting consumer devices and personal
data. Today, 350+ partners from diverse
markets like broadband, retail and warranty help
SecurityCoverage achieve its mission for consumers
everywhere. Product and company information is
available at www.securitycoverage.com.
Sources:
1. Sitel Premium Technical Support as a
Strategic Imperative; Sitel; 2014.
2. Support Interaction Optimization;
Frost & Sullivan; 2014.
3. Smart Home Ecosystem; Parks
Associates; 2014.
4. Customers take control; PwC; 2011
®
