Consumers Need Better Tools for DIY Smart Home Diagnostics: Parks

Consumers want a self-help approach to solving smart home technical issues, but they need “more effective tools to solve the problems on their own,” said Parks Associates analyst Jennifer Kent Monday. Over a third of smart home device owners experienced technical difficulties in 2022, with the rise in issues experienced correlating with high usage rates, said Kent. Of those experiencing a technical issue, 21% used a self-help app to resolve the problem, nearly double the rate of 2018. Nine in 10 smart home device owners who experience technical problems will try at least one self-help approach, she said. “The reality is, smart home brands today need to become experts in Wi-Fi diagnostics,” said Jason Moore, CEO, RouteThis. “Given that Wi-Fi troubleshooting can be a complex and time-consuming process, you can end up with this broken cycle where neither the consumer nor the smart home brand finds the resolution they’re looking for.” That leads to repeat calls from frustrated customers, negative reviews and product returns, he said. Users need tools to discern which issues are impacting their networks and devices, “with special attention to testing for and diagnosing Wi-Fi issues, followed by clear guidance about how to fix the specific problem,” Moore said. Self-help apps and technology with advanced diagnostic features have experienced strong growth in the past four years, he said.