Remote Support: A Paradigm Shift in
Field Service Delivery
Aug 18, 12:00 EST
The Smart Home tech market is expected to grow rapidly over the next few years, from USD 76.6 billion in 2018 to USD 151.4 billion by 2024, at a CAGR of 12%. Despite this explosive growth, the market still has a long way to go before it achieves its full potential. While in 2017 there were 29 million Smart Homes in the US, early adopters have faced significant technical challenges.
Successful installation and activation mean choosing the right location for the device, connecting it correctly to the current infrastructure and the internet, and syncing it properly with the associated app(s). In addition, reliance on the internet can make troubleshooting these devices even more complicated when connectivity is poor or when service is interrupted. A non-technical customer is often insufficiently skilled to onboard Smart Home tech, resulting in frustration that can lead to product returns. Research shows that 65% of consumers who returned a non-defective electronic product in the past 12 months did so due to frustration or confusion during product unboxing, installation, setup and first use.
Device manufacturers must ensure that Smart Home tech support is seamless and stress-free for the customer and remove any technological friction that remains a barrier to adoption. To simplify the setup and troubleshooting of connected devices, brands should focus on new approaches to self-service, self-installation and self-healing.
This new eBook takes a deep dive into four existing technologies that can simplify onboarding, maintenance and troubleshooting processes for consumers: data protocols that automate device discovery and facilitate setup, device traffic data that indicates connectivity loss, Machine Learning functions for smart sensing and recovery, and Computer Vision for auto-recognition of devices and issues, enabling self-service setup and troubleshooting. By facilitating self-service, these technologies deliver significant savings on labor costs, reduce technician visits and lower call center volumes.
To learn more about how these four technologies can help you support your customers’ quest to build smarter homes, with examples of companies that have successfully simplified service for their customers, download this eBook today.