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Patrice SamuelsResearch AnalystParks Associates

Chris KovermanVP, Engineering and OperationsSupport.com, Inc.

Alex PoulosVP, MarketingSupport.com, Inc.


Poll QuestionPoll Question

How important do you think customer support is for IoTdevice adoption & use by consumers?

a) Very important

b) Somewhat important

c) Not important


Increasing penetration of connected devices in broadband householdsIncreasing penetration of connected devices in broadband households

Computing/ Entertainment

2010 – 2015 60%

Connected Healthcare2013 – 2014

12%

Smart Home2014 – 2015

40%

Connected Cars

ConnectedAppliances


Crossing the Chasm in the IoTCrossing the Chasm in the IoT


New devices drive onboarding needsNew devices drive onboarding needs

Consumer and brand challenges• Set-up and installation

inconvenience• 8% traditional devices• 28% smart home

devices• No-fault-found returns• Customers forego purchase

Onboarding support• Set-up and installation services• Consultative selling• Pre-purchase information

Set-up forSmart Home Devices

Set-up for Traditional Devices

60% DIY

85% DIY


Early real-world experiences highlight the importance of onboardingEarly real-world experiences highlight the importance of onboarding

1. Over 40% of support cases while onboarding are connectivity-related

› - Even split between general connectivity and hub setup

›2. Remaining 60% of cases are general how-to use issues/device questions

›3. Even professional installers not always prepared for initial complexity

› - Initial buyers are tech-savvy & tend to have more complex homenetwork environments

› - Technical documentation (esp. around interoperability) very spotty

›4. Positive onboarding experience leads to more purchases


New devices drive enablement needsNew devices drive enablement needs

Consumer and brand challenges• Increasing enablement needs• User error• Poor product experience• Negative effect on brand

loyalty

Enablement support• How to• Training• Self-help resources• Easily accessible support• Ongoing enablement


Support becomes part of the customer journeySupport becomes part of the customer journey

Awareness

Consider‐ation

Purchase

Use

Support

Leave or re‐engage

At best, support is a stop along the way when trouble occurs


Support becomes part of the customer journeySupport becomes part of the customer journey

Awareness

Consider‐ation

Purchase

Use

Support

Leave or re‐engage

How do I select theright product for my

needs?

How do I find out what the right

product version or subscriptionlevel is for my intended use?

How do Iuse my newproduct?

How do Ilearn aboutnew features

& best practicesfor my use case?


New product generate break/fix needsNew product generate break/fix needs

Immature technology

Increasing Complexity• Increasing connectivity• More device combinations• Different operating systems• Diverse networking technologies• Different control platforms and

applications

Roughly 50% of those owning smart home devices experience problems with at least

one device on a monthly basis

Smart home products and services will generate an additional

7 million support requests in 2015


New support strategiesNew support strategies

Objectives• Improve support efficiency• Improve support experience• Improve product experience

Leverage device capabilities• Connectivity

• Remote connection and control• Omni-channel support

• Data generation• Data capture• Knowledge management• Predictive analytics• Proactive support


Poll QuestionPoll Question

Do you think the traditional model of agent-assisted live support is well suited for the IoT world?

a) Not at all

b) I think it will work

c) It will work well, people will get back to assisted support

d) I don’t think support in the IoT world is important anyway


Customer support delivery model evolution

1

Agent Directed User Directed

Source: Support.com


Customer support delivery model

1


Interaction controlled primarily by the support agent

Interactions are problem-driven

Primary support channel is the phone

Traditional

Source: Support.com


Customer support delivery model

1


Customers are demanding ubiquitous support across devices

Ensuring product usage increasingly important in the cloud-based world

KPIs shifting from traditional contact center measures tocorporate health metrics

Emerging

Source: Support.com


Traditional Support

1

????Check RegistryUpdate dll…


1

!!!!!? !!!!!?Where do I start?

App Logic

App Logic

App Logic

IoT Application Platform

RFNFC

Z‐WaveZigbee

Bluetooth

Hub

Smart Home

Support Agent

Traditional Support won’t suffice in the IoT world


Next Gen Support Systems

How Support will work in the IoT world

2

IoTApplication Platforms

Remote AppsUser facing config/control

B2B/Verticals

ConnectedHome


QuestionsQuestions


15950 N. Dallas Parkway, Suite 575Dallas, Texas 75248

Office: 972.490.1113Fax: 972.490.1133

[email protected]

Patrice Samuels, Research Analyst

Chris Koverman, VP, Engineering and Operations

900 Chesapeake DriveRedwood City, CA 94568

Office: 650.556.8568

[email protected]

Alex Poulos, VP, Marketing

900 Chesapeake DriveRedwood City, CA 94568

Office: 650.556.8908

[email protected]@alexpoulos

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