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Mar 2015
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A New Customer Experience: IoT and the Connected Consumer

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Overview

COMPLIMENTARY WEBCAST

A New Customer Experience: IoT and the Connected Consumer
Tuesday, March 10, 2015, 1 PM Central Time (2 PM ET / 11 AM PT)
Co-hosted by Support.com and Parks Associates

Register here: http://bit.ly/SupportIoT

Rapid innovation and new technologies are bringing many highly sophisticated technical products into the connected home. 16% of U.S. broadband households own a smart home device and more than one-third of those consumers have experienced a problem with one or more these devices.

Consumers are adopting many, often competing products, including smartphones, wearables, smart TVs, smart lighting, security cameras, and connected consumer electronics. Furthermore, these products are increasingly interconnected, creating greater complexity throughout the home and growing support needs.

For consumer technology brands to maintain a foothold in the market, leveraging the support needs of their customers to cultivate and maintain strong relationships is critical. However, providing robust support can be challenging due to the growing complexity in broadband households. The increasing connectivity and interoperability among different products often extend diagnostic time and strain resources.

However, advanced solutions for tech support gives brands an unprecedented opportunity to connect and deliver a memorable customer experiences while minimizing support costs.

This webcast analyzes the value of support services and examines strategies to align solutions with consumer demands. It also examines new tools that can improve the efficiency, consistency, and accuracy of the support process while containing support costs.

Attend this webinar to learn:

  • Current consumer habits and preference regarding tech support solutions

  • The current expansion of broadband home networks and implications for support services

  • Strategies to optimize support interaction with consumers in order to drive brand loyalty and product adoption

New ways to deliver support services across self-service and traditional channels that automate and simplify complex interactions between consumers and tech support
Presenters:

Sampath Gomatam, SVP, Product, Support.com

Patrice Samuels, Research Analyst, Parks Associates

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