As more U.S. broadband households adopt connected devices, the need for support services will rise. According to a Parks Associates white paper, smart home products and systems will generate over seven million support requests in the U.S. in 2015 and approximately 11 million in 2019. Today, U.S. broadband households now own an average of seven-and-a-half connected computing and entertainment devices, and 18 percent own at least one smart home device.
The research firm found that 85 percent of consumers do not use professional services when setting up devices such as connected TVs and PCs. In addition, only 60 percent of consumers set up new devices on their own, and 40 percent rely on professional support. Release