January 16th, 2018 by Sam Del Rowe

Self-installation of home electronic devices is preferred by 71 percent of consumers, according to a study by TechSee, a company that uses artificial intelligence and augmented reality to streamline technical support. The research also found that while 67 percent of consumers self-installed home electronics in the last 12 months, 30 percent had to abandon their efforts mid-process to consult customer support.

This figure is concerning given the study’s findings on consumer sentiment towards technical support. 68 percent of consumers will spend more than 15 minutes attempting self-installation in order to avoid contacting a call center, with 70 percent saying that they would rather visit their dentist than have to wait for a technician. At the same time, 59 percent reported not finding the installation process easy.

The study also yielded findings on how consumers would like to receive support. 71 percent preferred “visual guidance” such as pictures, videos, and visual prompts over other methods such as user manuals or online forums. Additionally, the majority of respondents indicated that they prefer to receive instructions via their smartphones. These preferences suggest that companies need to rethink the ways in which they deliver customer support.

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