Consumers Worried About Smart Home Device Complexity
The survey points to a strong market need for brands to change the way they support consumers of smart home devices in order to increase uptake.One in three smart home system owners struggle with the complexity of setup, configuration and ongoing support for their devices, according to a Support.com survey of more than 3,000 U.S. consumers. The survey looked at both smart home device owners and potential buyers and found a disparity between the needs and wishes of early buyers, who tend to be more affluent and more tech-savvy, versus the majority of consumers who need to see better value for price in order to buy, and will likely require more comprehensive customer care and support. For instance, 42 percent of owners surveyed said that smart home devices were too expensive to buy, set up and maintain, but this number rose to 67 percent of the potential new buyers for smart home devices. At the same time, more than a third (37 percent) of owners installed all their smart home devices on their own, and 61 percent of owners wanted to fix issues on their own, while 43 percent of potential buyers were willing to pay a one-time fee for professional installation.
"The survey points to a strong market need for brands to change the way they support consumers of smart home devices in order to increase uptake by consumers," Alex Poulos vice president of marketing at Support.com, told eWEEK. "They need to move away from the existing support to a connected support strategy."