THE INTERNET OF THINGS: Impact on Support Services and Solutions

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Audio Replay

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Amy Millard VP, Marketing Support.com, Inc.

Presented By:

Patrice Samuels Research Analyst Parks Associates

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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

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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)

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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.

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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)

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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

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• 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

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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

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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

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Trends impacting support for technology products

Increase in call complexity

Increase in product complexity

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1 Shift in technology driven by cloud and IoT

2 3

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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…

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Internet of Objects

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Applications at object level

Trends impacting support for technology products

Increase in call complexity

Increase in product complexity

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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

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65% of products supported “highly complex”

(up from 42% in 2003)1

Sources: 1TSIA Customer Service Benchmark Survey (2013)

Trends impacting support for technology products

Increase in call complexity

Increase in product complexity

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1 Shift in technology driven by cloud and IoT

2 3

Product Support Across the Technology Spectrum

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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

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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

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Guided Flows for Agents

Analytics Modify and

Publish Workflows

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Guide agents through problem

resolution paths

Guided Workflows for Agents

Agents receive context-specific guidance

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Guided Workflows for Agents

Step-by-step

guidance

Contextual

Device/Problem Information in Agent

view

Rich Analytics to Optimize Support Interactions

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Analytics

Summary

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

interaction optimization

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Questions

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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

patrice.samuels@parksassociates.com

Patrice Samuels, Research Analyst

Amy Millard, VP, Marketing

900 Chesapeake Drive Redwood City, CA 94568

Office: 650-556-8539

Amy.millard@support.com