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Patrice SamuelsResearch AnalystParks Associates
Chris KovermanVP, Engineering and OperationsSupport.com, Inc.
Alex PoulosVP, MarketingSupport.com, Inc.
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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
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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
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Crossing the Chasm in the IoTCrossing the Chasm in the IoT
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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
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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
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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
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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
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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?
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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
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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
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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
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Customer support delivery model evolution
1
Agent Directed User Directed
Source: Support.com
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Customer support delivery model
1
Agent Directed User Directed
Interaction controlled primarily by the support agent
Interactions are problem-driven
Primary support channel is the phone
Traditional
Source: Support.com
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Customer support delivery model
1
Agent Directed User Directed
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
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Traditional Support
1
????Check RegistryUpdate dll…
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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
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Next Gen Support Systems
How Support will work in the IoT world
2
IoTApplication Platforms
Remote AppsUser facing config/control
B2B/Verticals
ConnectedHome
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QuestionsQuestions
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15950 N. Dallas Parkway, Suite 575Dallas, Texas 75248
Office: 972.490.1113Fax: 972.490.1133
Patrice Samuels, Research Analyst
Chris Koverman, VP, Engineering and Operations
900 Chesapeake DriveRedwood City, CA 94568
Office: 650.556.8568
Alex Poulos, VP, Marketing
900 Chesapeake DriveRedwood City, CA 94568
Office: 650.556.8908
[email protected]@alexpoulos