Smart Homes are becoming a far more viable and popular proposition with the market estimated to grow to $78bn by 2022. The primary challenge with this market is twofold. Firstly the complexity of potentially multi-vendor setups, needing to talk securely to your WIFI router, or pairing with Bluetooth.
Secondly the components of the Smart Home system can potentially be security risks, or simply a pain if they go wrong. If your thermostat goes haywire, then at best your house is too hot, but that is costly and installing a smart system was all about saving money. Imagine if your smart door lock failed to lock or even failed to let you in. This is the kind of issue that needs to be handled in real time, and is ideally suited to phone or webchat solutions.
Again, our recommendation is to offer all channels to the consumer, why not give them ultimate choice ?