The Future ofTechnology is Here:Consumer DemandIncreases for PremiumTechnical Support

®

®

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.

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.

By2020

By2018

50 billiondevices

connected tothe Internet 177

millionwearablesconnected

U.S. homes with interconnected

devices

connected devices inthe average U.S.

household by 2020.

12

®

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 andputs the consumer-provider relationship at risk.

February 2015®

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

®

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.

February 2015®

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 andRevenue 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

9OS & 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

®

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.

About SecurityCoverage

SecurityCoverage, Inc. empowers ISP/Broadband/MSO providers, retailers, and technologycompanies to create new revenue streams andown their customer experience by offering total technology service programs. SecurityCoverageis a leading developer of mobile and desktopsecurity 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 customerservice, we remain relentlessly dedicated toprotecting consumer devices and personaldata. Today, 350+ partners from diversemarkets 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

®