THE INTERNET OF THINGS - Parks Associates...player Blu-ray player Gaming console Smart TV DVR % Connecting Devices to the Internet Q4 2010 (n=2,500, ± 1.96%) Q3 2011 (n=2,500, ±1.96%)

THE INTERNET OF THINGS: Impact on Support Services and Solutions

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Amy Millard VP, Marketing Support.com, Inc.

Presented By:

Patrice Samuels Research Analyst Parks Associates


Drivers and Applications of IoT

HOME ENTERTAINMENT

HOME CONTROL

HOME HEALTH CARE

HOME SECURITY

Wireless Networking Technology

Mobile Control Initiatives

Market Education

Cost of Connected Devices

Broadband Penetration

DRIVERS APPLICATIONS


Intention to buy Home Control Products

0% 2% 4% 6% 8% 10% 12% 14%

Garage door openers

Water/leak detectors

Home appliances

Outlet/plug

Door locks

Combination sensors

Carbon monoxide detector

Smoke detectors

Lighting controls

Security camera

Programmable thermostat

Intention to Buy Smart Home Control Device (Q1/14) "How likely are you to purchase the following within the next 12 months?"

(Among All BB HHs, N=10,000, ±0.98%)

Source: American Broadband Households and Their Technologies Q1 2014 © 2014 Parks Associates

% Likely to Purchase (Rating 5-7)


More Devices Entering the Home

Automation Strategies

» Service Initiation

» Diagnosis

» Resolution

» CRM

» Marketing

» Sales

Broadband households now own an average of 7 connected devices

9 -12% of broadband households express intention to purchase some home control

devices within the next 12 months.


Increase in Bandwidth Requirements

0%

10%

20%

30%

40%

50%

Google Chromecast

Streaming media player

Blu-ray player Gaming console Smart TV DVR

% C

onne

ctin

g De

vice

s to

the

Inte

rnet

Q4 2010 (n=2,500, ±1.96%) Q3 2011 (n=2,500, ±1.96%) Q1 2012 (n=10,000, ±0.98%) Q1 2013 (n=10,000, ±0.98%) Q1 2014 (n=10,000, ±0.98%)

Percentage of Broadband HH Connecting CE Devices to Internet (2010 - 2014) "Does your household connect any of the following CE products to the Internet to

access online content/ applications?" (Among All BB HHs)


Devices are more Complex

›Increasing enablement calls

›Longer resolution time

›Growing importance of enablement services

›Growing importance of on-boarding services

›Rising importance of real-time data capture


• Heightened risk of intrusion

• Greater privacy concerns

• Need to achieve consumer confidence

• Growing importance of proactive approaches to security

• Increasing need for monitoring and data management services

Heightened Security and Privacy Risks


How important is tech support to consumer adoption of IoT products and systems?

(Rank from 1 to 5)

» 1 not at all important

» 2

» 3

» 4

» 5 very important

Poll Question

Nexus: Turn Every Agent into your Best Agent Amy Millard August 20, 2014

© 2014 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE 11

Support.com Introduction

• NASDAQ: SPRT – Public since 2000 – Over 1300 employees

• Provider of cloud-based software and services that enable technology support for a connected world

• Unique expertise in supporting technology in complex environments – Tier 2 support for home networks,

multiple device homes and businesses

– 20M+ support interactions • Nexus® Service Platform for contact

centers to optimize support interactions


Trends impacting support for technology products

Increase in call complexity

Increase in product complexity


1 Shift in technology driven by cloud and IoT

2 3

14 © 2014 Support.com, Inc. All Rights Reserved. | CONFIDENTIAL – DO NOT DISTRIBUTE

6.3 Billion 500 terabytes

<$1 to connect

8 billion broadband subscribers

1.6 mobile devices per

person on the planet

Moore’s law

By 2020…


Internet of Objects


Applications at object level





1 Shift in Technology driven by Cloud and IoT

2 3

Customer Support Complexity is Rapidly Increasing

• Exponential growth in number of devices and interactions

• Complexity and dependence on 3rd party products increasing


65% of products supported “highly complex”

(up from 42% in 2003)1

Sources: 1TSIA Customer Service Benchmark Survey (2013)





1 Shift in technology driven by cloud and IoT

2 3

Product Support Across the Technology Spectrum


DIY Support (web searches)

Crowd-Sourced Social Support

(unmanaged content)

Company Self-Service Portal

(managed content)

Interactive Live Support (chat / phone / in-person)

Complexity of Problem

CUSTOMER EXPERIENCE

IMPACT

Simpler Problems Deflected Here

Interactive Live Support for Technology Today

• Dependence on highly variable agent experience and knowledge

– Train, train, and train some more

• Explosion in knowledge sources – agents respond by going to Google

• IoT means we need to re-think how technology is supported

• ACD/IVR, workforce – all have optimization solutions, but not the live interaction


BLACK BOX

The last frontier of optimization

Nexus Cloud Software for Support Interaction Optimization

• Optimize all your support interactions – and turn every agent into your best agent

• Solve problems quickly and consistently

• Easily pinpoint process bottlenecks and compliance issues

• Access remote devices, including IoT • Optimize support interactions for

– Higher Productivity – Higher NPS – Great Customer Experience


Guided Flows for Agents

Analytics Modify and

Publish Workflows


Guide agents through problem

resolution paths

Guided Workflows for Agents

Agents receive context-specific guidance


Guided Workflows for Agents

Step-by-step

guidance

Contextual

Device/Problem Information in Agent

view

Rich Analytics to Optimize Support Interactions


Analytics

Summary

• Technology evolving rapidly • Product complexity increasing • Contact centers dealing with more complex issues • Nexus Service Platform designed for support

interaction optimization



Questions


New Whitepaper

›Upcoming IoT Whitepaper: ▪Table of Contents § The Internet of Things (IoT)

§ Impact on Support Services and Solutions

§ More Devices Entering the Home

§ Increase in Connectivity and Bandwidth Needs

§ Devices are More Complex

§ Heightened Security and Privacy Risks

§ Conclusion

Thank You!

15950 N. Dallas Parkway, Suite 575 Dallas, Texas 75248

Office: 972.490.1113 Fax: 972.490.1133

[email protected]

Patrice Samuels, Research Analyst

Amy Millard, VP, Marketing

900 Chesapeake Drive Redwood City, CA 94568

Office: 650-556-8539

[email protected]

Documents

THE INTERNET OF THINGS - Parks Associates...player Blu-ray player Gaming console Smart TV DVR % Connecting Devices to the Internet Q4 2010 (n=2,500, ± 1.96%) Q3 2011 (n=2,500, ±1.96%)