Authored by Parks Associates in partnership with RouteThis and published in October 2022, this report explores the prevalence of connected devices in homes equipped with core home automation products such as smart thermostats, networked cameras, video doorbells, or smart lights. On average, homes with these products possess around eight connected devices. The report investigates tools designed to monitor device functionality and assist with technical issues, which impact one-third of device owners. Among these owners, 47% address problems independently, while 42% seek professional assistance. Self-service tools encompass network monitoring, guided issue resolution, and a database of solutions. The report also delves into the advantages for service providers in offering customer self-help tools.

Keywords: Communications, Computer/Network Hardware, Connected Home, Control & Monitoring Equipment/Sensors, Operational Diagnosis, Self Service

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