The Secret to Reducing Your Product Return Rate

The average household has 16 connected devices, mostly coming from the mature CE category. More than one-third of US broadband households own at least one core smart home product, with adoption growing across several product categories.

The 2-4% rate of return for individual smart home devices among broadband households is high, especially when you consider that only 8% of households purchased devices such as smart door locks, light bulbs, and video doorbells, and only 6% purchased devices such as smart cameras and thermostats. Additionally, Parks Associates research shows that 13% of consumers report they are not likely to purchase a new product from the same brand if they return a product from that brand.

An increasing number of consumers are experiencing multiple technical problems with their connected devices. Those experiencing technical problems seek help through a variety of channels, including the manufacturer, product manuals, and support forums. Brands need to offer a variety of support resources.

Price, smart phone compatibility, brand reputation and expert reviews tend to aggregate as the top purchase considerations for smart home devices. Ensuring success for consumers during device set up and once a device is installed helps drive brand loyalty ultimately. This webinar brings industry experts together to address the role of onboarding and support services for connected device owners.

In this webinar, RouteThis explores:

• The installation and setup process
• How to help support Wi-Fi and connectivity issues
• Proactive and predictive support services and tools
• The costs and business impact associated with product returns
• Smart home and CE devices consumers most wanted covered by support