Press Release

New Support.com Survey Shows Complexity of Smart Home Systems is Impeding Adoption, Customer Experience

New research released at CES 2016 provides insights for IoT device manufacturers, technology retailers and service providers

Las Vegas, Nevada – January 5, 2016 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 new survey findings highlighting barriers to Smart Home usage across current owners and to further adoption by potential buyers.

The findings show that almost one in three (31%) Smart Home system owners struggle with the complexity of setup, configuration and ongoing support for their devices. Additionally, 43 percent of potential Smart Home device buyers are concerned about the complexity of installing and configuring Smart Home systems. Another important factor is cost. Two out of three (67%) potential buyers say the cost to buy, set-up and maintain a Smart Home system is the number one barrier to purchasing Connected Home devices or systems.

“As companies launch new Smart Home technology and solutions at CES, the entire customer experience must be factored in the equation,” said Alex Poulos, VP of Marketing at Support.com. “Manufacturers and service providers need to look beyond the ‘cool factor’ of new features and focus on the consumer’s experience of integrating products into the broader ecosystem of IoT devices in the Smart Home.

“More than six out of ten Smart Home owners want to be able to support themselves with their technology on their own. Other, less tech-savvy consumers want the option of assisted support,” Poulos added. “Brands that apply the right service and support strategies can differentiate themselves in a rapidly growing market, raise adoption rates for their products, and increase customer loyalty and advocacy.”

The insights, initially published today in an infographic entitled, “A Smart Home Divided,” come from a Support.com survey of more than 3,000 U.S. consumers in November 2015.
The infographic is available today from Support.com at the Parks Associates’ CONNECTIONS™ Summit within CES 2016. It can also be downloaded here.

The survey respondents represented both owners and potential buyers: 23 percent indicated they have a Smart Home system and 77 percent indicated they did not. The infographic includes survey findings on device adoption; consumer consideration to buying, installing and owning a Smart Home device or system; preferences of purchase channel and self-support versus assisted support.

Additional key findings featured in the infographic include:

Purchase and installation:
• Smart Home system owners were almost equally split in their choice of sellers: They purchased from manufacturers (37%), retailers (35%) and service providers (28%)
• Almost half (49%) of potential buyers are more inclined to work through a single provider to purchase, install and get support for their Smart Home systems

Self-service and expert guidance:
• 37 percent of Smart Home owners installed all their smart home devices on their own, and 61 percent of owners want to fix issues on their own (self-service)
• 43 percent of potential buyers are willing to pay a one-time fee for professional installation

Customer service and support:

• 40 percent of Smart Home owners prefer to deal with a single service provider to handle service and support for every product that is connected
• 43 percent of potential buyers wouldn’t know which company (e.g. Internet provider, router manufacturer or security camera maker) would be responsible for support

Download the A Smart Home Divided infographic here. The complete findings will be detailed in an upcoming full report.

Support.com at CES 2016

Support.com will be participating in Internet of Things (IoT) and Smart Home events and sessions during CES 2016 in Las Vegas. Lee Gruenfeld, Vice President of Strategic Initiatives at Support.com, will participate in a January 7 panel at Parks Associates’ CONNECTIONS Summit, entitled, “Support Solutions: IoT and the Connected Home.” The panel will be moderated by Patrice Samuels, Research Analyst at Parks Associates, and will examine innovative support models for an optimal IoT and connected home experience for consumers. For more information about CONNECTIONS™ Summit, visit http://www.connectionssummit.com.

If you are interested in learning more about Support.com products, services and vision, you can schedule a meeting during CES 2016 in Las Vegas here.

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.

© 2016 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
LPolito@SARDVERB.com

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