Self-service support: Improving home automation

A collaboration between RouteThis and
Parks Associates, this whitepaper will explore:

Consumers want a smart and secure home that ‘just works.’ Unfortunately, 54% of US internet households experience technical issues with their home networks, and most smart home device owners report technical problems with their devices. Quickly resolving networking and product issues is critical to making the connected home seamless and enjoyable, but providing that experience means increasing support costs for internet service providers and device manufacturers.

Self-service support solutions can help with issues like staffing shortages and increased call volumes, while also providing technicians with more accurate data, enabling them to resolve issues more efficiently.

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A look at the impact of self-service tools on the user experience and support costs

Consumers’ support needs across the connected home at both the network and device level and consumer strategies for addressing technical issues

The evolution of self-service tools and an exploration of the latest generation of proactive network and device monitoring

The impact of self-service tools on the user experience and provider support costs

ISPs and smart home device manufacturers currently offering self-service solutions