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커넥티드홈용 온보딩과 기술 지원

Onboarding and Technical Support for the Connected Home

리서치사 Parks Associates
발행일 2020년 01월 상품 코드 909928
페이지 정보 영문 40 Pages
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US $ 3,500 ₩ 4,261,000 PDF by E-mail (Corporate License - One Location)


커넥티드홈용 온보딩과 기술 지원 Onboarding and Technical Support for the Connected Home
발행일 : 2020년 01월 페이지 정보 : 영문 40 Pages

커넥티드홈 제품/시스템에 관한 소비자용 온보딩 경험은 제품 반품률의 개선과 브랜드 로열티 향상 등의 효과를 통해 브랜드 가치의 인상과 고객 생애 가치를 최대화한다는 중요한 기능을 합니다.

커넥티드홈(Connected Home) 시장에서 제품/서비스의 신뢰성을 높이기 위한 다양한 전략 접근법에 대해 분석했으며, 지원 전략 개요(셋업/인스톨 지원, 기술 지원, 지속적 지원 등), 실제 서비스 전개 상황, 향후 5년간 시장 동향 전망, 주요 기업의 사업 추진 사례 등의 정보를 정리하여 전해드립니다.

제1장 보고서 개요

제2장 구입 지원

  • 디바이스 구입
  • 구입시 과제
  • 구입 상담 서비스
  • 구입 지원 솔루션

제3장 셋업과 인스톨

  • 셋업/인스톨시 과제
  • 셋업/인스톨 서비스
  • 셋업/인스톨 솔루션

제4장 디바이스 소유권과 지속적 지원

  • 디바이스에 관한 지속적 과제
  • 지속적 지원 서비스
  • 지속적 지원 솔루션

제5장 소비자용 기술 지원 시장 예측

  • 셋업/인스톨 서비스
  • 원타임 지원 서비스
  • 서브스크립션 방식 지원 서비스
  • 총매출

제6장 분석 결과와 제안

제7장 부록

KSM 20.02.06

SYNOPSIS:

Consumer onboarding experience with connected home products and systems is critical to maximizing customer lifetime value, through its impact on factors like product return rates and brand loyalty. This report examines approaches to providing positive experiences with elements of onboarding including installation and other strategies to ensuring product and service reliability in the connected home. The report profiles leaders in support services and includes a five-year forecast of the support needs generated by emerging connected devices in the US.

ANALYST INSIGHT:

“Positive consumer onboarding experiences with connected home products and systems are critical to brand success. These experiences also have significant impact on product return rates and brand loyalty,” said Patrice Samuels, Senior Analyst, Parks Associates.

Table of Contents

1.0. Report Summary

  • 1.1. Purpose of Report
  • 1.2. Key Questions Addressed by this Research
  • 1.3. Research Approach/Sources

2.0. Purchase Support

  • 2.1. Device Purchases
  • 2.2. Purchase Challenges
  • 2.3. Purchase Consultation Services
  • 2.4. Purchase Support Solutions

3.0. Setup and Installation

  • 3.1. Setup and Installation Challenges
  • 3.2. Setup and Installation Services
  • 3.3. Setup and Installation Solutions

4.0. Device Ownership and Ongoing Support

  • 4.1. Ongoing Device Challenges
  • 4.2. Ongoing Support Services
  • 4.3. Ongoing Support Solutions

5.0. Consumer Tech Support Forecasts

  • 5.1. Setup and Installation Services
  • 5.2. One-Time Support Services
  • 5.3. Subscriptions Support Services
  • 5.4. Total Revenue

6.0. Implications and Recommendations

7.0. Appendix

  • 7.1. Glossary
  • 7.2. Index
  • 7.3. Image Sources

List of Figures

  • Device Purchases and Purchase Intentions - Smart Home Device
  • Device Purchases and Purchase Intentions - CE Devices
  • Purchase Questions for Smart Home Devices
  • Pre-Purchase Consultations
  • Purchase Consultations
  • Service Appeal Smart Home Consultation Service
  • Setup and Installation - Smart Home and CE Devices
  • Smart Home Devices: Problems Setting Up Device (2016 - 2019)
  • CE Devices: Problems Setting Up Device (Q2/19)
  • Setup and Installation Services - CE Device
  • Setup and Installation Services
  • Smart Home Premium Setup Services
  • Service Appeal Setup Services
  • Device Ownership (Q2/2019)
  • CE Devices: Technical Problems Experienced (Q2/19)
  • CE Devices: Technical Problems Experienced (Q2/19)
  • Smart Home Devices: Technical Problems Experienced (Q2/19)
  • Smart Home Devices: Technical Problems Experienced (Q2/19)
  • Technical Support Subscription Services
  • Service Appeal: Ongoing Technical Support Services
  • Network Monitoring Solutions
  • Forecast Methodology - Setup and Installation Services
  • Total Revenue - Setup and Installation Services
  • Forecast Methodology - One-time Support Services
  • Total Revenue - One-time Support Services
  • Forecast Methodology - Subscription Support Services
  • Total Revenue - Subscription Support Services
  • Consumer Premium Technical Support Services
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