Press Release

New Report From Support.com and Argus Insights Reveals Challenges and Opportunities for Optimizing the “Smart Home” Customer Experience

New research explores online consumer sentiment on connected homes

Redwood City, Calif. – December 30, 2015 Support.com, Inc. (NASDAQ:SPRT), makers of cloud-based Nexus® software for Support Interaction Optimization (SIO) and a leading provider of tech support and turnkey support center services, today unveiled a new report highlighting the challenges consumers are facing throughout the Smart Home customer journey.

According to the report, consumers are experiencing challenges in the purchase, installation, configuration and support process for Smart Home devices and systems. The analysis of online consumer sentiment uncovered the following insights:

  • Returns: Even before purchasing connected devices, consumers are already expressing concerns about having to return products or being able to install and configure devices before the return date expires.
  • Support: Poor support experience with other consumer electronics devices in the past is causing consumers to delay purchases of new Smart Home devices or systems until the need has become essential (e.g. home safety or security system).
  • Services: While consumers want to purchase and install Smart Home systems on their own, they are strongly considering professional services for installation, despite the additional cost.
  • Connectivity: DIY (do-it-yourself) consumers expect immediate gratification from their newly purchased connected devices, but often encounter connectivity issues.

The report, “Smart Home Trends for 2016 – An Analysis of Consumer Sentiment,” is based on research conducted by Argus Insights for Support.com. It is derived from an analysis of more than 113,000 consumer online reviews and social media conversations on the topic of Smart Homes and home automation occurring in the past two years.

In June, 2015, Argus Insights reported that the percentage change in consumer demand for connected home devices such as thermostats, light bulbs, locks, sensors and cameras was dropping on a year over year basis. This new report, “Smart Home Trends for 2016 – An Analysis of Consumer Sentiment,” explores the specific reasons behind this, identifying key challenges consumers face at different points throughout the customer journey, from pre-purchase considerations all the way to post-purchase support.

“Although consumer awareness and interest in Smart Home devices and systems is growing, issues with onboarding, installation and support are creating roadblocks for rapid adoption,” said Alex Poulos, VP of Marketing at Support.com. “This analysis demonstrates the imperative for brands to proactively address the overall customer experience, including overcoming poor past consumer electronics experiences. These steps are necessary to meet consumers’ expectations in the short term and build and protect brand loyalty over the long term.”

To learn about additional insights from Smart Home sentiment around customer experience and adoption, download the full report here: https://www.support.com/smart-home-trends-2016

About Argus Insights & Methodology

Argus Insights is Silicon Valley’s first big data driven Market Coach. Recognizing that companies are constantly striving to achieve and sustain market fit in the face of competitive threats and shifting customer preferences, Argus Insights continuously monitors and analyzes millions of consumer touchpoints to measure the degree to which products satisfy market demand. Through insights derived from the firm’s proprietary customer insights platform, clients take targeted actions to improve market fit and revenue performance so they can surpass the competition.

About Support.com

Support.com, Inc. (NASDAQ:SPRT) is the leading provider of cloud-based software (Nexus®) and services to deliver next-generation technical support. Support.com helps leading brands in software, electronics, communications, retail, Internet of Things (IoT) and other connected technology industries deepen their customer relationships. Customers want technology that works the way it’s intended. By using Support.com software and services, companies can deliver a fantastic customer experience, leading to happier customers, a stronger brand and growing revenues.

For more information, please visit https://www.support.com or follow us @support_com.

Support.com, Inc. is an Equal Opportunity Employer. For more information, visit https://www.support.com/about-us/careers.

© 2015 Support.com, Inc. All rights reserved. Support.com, the Support.com logo and Nexus are trademarks or registered trademarks of Support.com, Inc. in the United States and other countries.

Public Relations Contact:
Kate Lynch
Director of Communications and Content, Support.com
+1.650.678.8658
kate.lynch@support.com

Investor Contact:
Leah Polito
Sard Verbinnen & Co
+1.415.618.8750
polito@sardverb.com

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