Parks Associates, an internationally recognized market research and consulting company specializing in trending consumer technology, hosted an exclusive online event to speak on the top current trends in smart home devices, Wifi and ISP support. A panel of experts, including individuals from Parks Associates, RocketNet and RouteThis, gathered together to analyze the latest data and figure out the challenges that ISPs and smart home brands are facing.
Throughout 2020 and 2021, the US broadband market experienced a major growth spurt — over 5.2 M net residential subscriptions were added across 2020, and 3M in the first half of 2021 alone. This increase in networks has caused a supply chain crisis, and it is up to ISPs to continue network expansion and upgrade plans. One of the trends to focus on is value-added services by ISPs such as smart Wifi applications and advanced security to close the gap in the market and drive revenues.
This article will discuss the top five trends that ISPs, smart home brands and Wifi support companies need to look out for and capitalize on.
Trend 1: Higher demand is causing more problems for Wifi.
Smart home device ownership is increasing rapidly, and many homes own three or more devices. This is bound to put a strain on your internet connection which probably has considerable Wifi usage already. Other than connected devices, slow internet connections are occurring at a higher frequency due to the wifi-demanding activities, such as virtual meetings, webinars, streaming online games and more.
Consequently, the industry has seen an increase in consumers’ reports of technical problems with home networks. Approximately 56% of consumers reported having at least one home network issue within the past year, ranging from slow speeds to lost connections, dead zones and more.
Trend 2: More consumers attempt to self-resolve issues in the networks.
With the rising issues in home networks, smart home devices and wifi connections, users are now trying to solve most of these issues on their own. Why is that? For starters, consumers want fast, reliable support. For users, calling a support or customer service team, waiting on hold, and attempting to explain your issue over call is a tedious and outdated process.
Therefore, consumers want to self-resolve Wifi connectivity issues and will often engage in multiple tries and approaches before finally calling or contacting their service providers.
From this, we can deduce that ISPs and operators should start including support options and apps that can help consumers resolve on their own.
Trend 3: ISPs are seeing higher call volumes for Wifi issues — and smart home devices.
Wifi technology is advancing every day, yet many consumers aren’t as tech-savvy to understand the fundamentals of an efficient wifi connection and have unrealistic expectations. For example, some users will place one router in a room and expect Wifi coverage to extend over their entire house.
Wifi fluctuations and issues can arise from other things as well, such as building materials and even other electronic devices. Such issues are causing unaware consumers to report more and more problems with their Wifi connections. Furthermore, it seems ISPs are not only having to deal with problems in Wifi connections.
Many smart home device owners call their ISP support teams for issues with their smart home devices. Due to a lack of information regarding smart home device setup and specifications, consumers assume their device won’t connect because of the internet, causing them to call their service providers instead of smart home device brands.
Trend 4: Smarter solutions help ISPs manage cases.
Self-resolving apps, effective customer service systems, and an ever-ready internet maintenance team are becoming more popular among ISPs. Implementing smarter solutions and measures to tackle call volumes will allow service providers and operators to help their customers timely and frees up more people to deal with other important tasks.
Trend 5: Customers expect simple resolutions.
Although network resolutions can be tricky, users still expect simple and convenient solutions. Reading through truck rolls or self-service articles is not something that consumers opt for anymore. Therefore, it is up to ISPs and smart home device brands to consider how to equip their support teams with simpler resolutions for consumers when they try to self-resolve. Companies like Xunison offer support services like X-Platform which offer a remote diagnostic of the smart home. The X-Platform notifies the telecom of any issue the customer is facing before they call the support team.