7 steps for back-to-school tech success

Inside the support data that's redefining back-to-school for tech brands

Every fall, families invest in new phones, laptops, tablets, and accessories for their children. Sometimes, schools provide them directly. Either way, it’s the setup process that tends to get complicated. Connecting to networks, installing apps, accessing school portals, and transferring files from old devices are all potential friction points, and according to Assurant support data, it's can be a make-or-break moment for brands, retailers, and mobile and internet providers.

The issues that drive tech support demand at this time cluster around predictable friction points families hit every year as they prepare for school. Device setup, connectivity, apps and software, account access, data transfer, and cybersecurity consistently rank as the highest-volume support categories from July through September, across both live channels and self-service.

• In August 2025 alone, Assurant recorded a 66.5% year-over-year increase self-service interactions.
• The same period also consisted a 6% year-over-year in call volume calls. 
• Support appointment volume jumped 28% year over year in August and 57% in September.
• Tutorial clicks increased 77% and content item clicks increased 82%.

2026 is on track to deliver similar figures for back-to-school season and the data reinforces that now is the time families are actively preparing devices rather than waiting for something to break. Here's what the data reveals about where customers need the most help, and what support teams should have ready as the season peaks.

1. Device setup and onboarding

Whether students get new laptops of tablets issues by their schools or families buy them, devices and accessories need to be configured before they’re useful. Setting up user profiles, and managing language preferences, accessibility settings, app permissions, and account sign-ins can be daunting for many households, especially since schools rarely have dedicated IT teams to help with individual student issues. 

Assurant support data reflects exactly that. User guides, how-to content, quick start guides, and setup resources ranked as the top self-service categories during the July through September period, indicating customers are actively working through device setup well ahead of the school year.

What support teams should be ready for: First-use configuration questions, school-issued device setup, account creation, and initial software installation. Self-service content organized around specific device models and operating systems can handle a significant share of this volume before it reaches a live agent.

2. Connectivity

Getting a device connected sounds straightforward, but it's a common reason families contact support during the back-to-school period. Cellular activation, home Wi-Fi setup, Bluetooth pairing, and network authentication for school systems all present potential challenges, and families often encounter several of them at once.

Cellular, Wi-Fi, and Bluetooth issues are consistently high-volume live support categories in Assurant's data from July through September, reflecting how frequently families need help getting devices online.

What support teams should be ready for: A higher-than-usual volume of connectivity calls that may involve multiple variables at once. Remote support tools like real-time screen sharing and video support allow technicians to see exactly what the customer sees, which can be the difference between a five-minute resolution and a frustrated return.

3. Apps, software, and school portal access

Once a device is connected, the next hurdle is getting the right software running on it. For students, that often means a specific set of school-required apps, online gradebooks and assignment systems, learning management platforms, and web-based portals that need to work reliably from day one.

This is where things often get frustrating. A portal that won't load isn't always a connectivity issue. It can be a software configuration problem, outdated browser, security application, or ad blocker causing interference. These issues are difficult to diagnose over the phone but relatively straightforward to resolve when a technician can see the screen in real time.

Assurant live support requests for apps and software have shown increases during the back-to-school period, reflecting elevated demand for installing, configuring, and troubleshooting the applications that are must-have essentials for students.

What support teams should be ready for: App installation and configuration questions, school portal access issues, and browser or security software conflicts. Screen sharing and remote access tools are especially valuable here, turning what can feel like an unsolvable problem into a quick fix.

4. Account access

Accounts and passwords concerns figure largely in Assurant's data from July through September. A new school year often means new accounts, new credentials, and new authentication requirements across multiple platforms simultaneously. Students may be logging into a school-issued account for the first time, setting up email, or navigating multi-factor authentication on new devices.

What support teams should be ready for: Password resets, account setup assistance, email access, and authentication troubleshooting across multiple platforms. Clear self-service pathways for common account issues can deflect a meaningful share of this volume. For more complex cases, live support agents should be equipped to walk customers through multi-step authentication processes without adding friction.

5. Data transfer and device migration

Upgrading to a new device means moving everything from the old one, including photos, contacts, app data, and saved files. For families managing multiple student devices at once, that process multiplies quickly.

Assurant’s data for back-to-school reflects this reality with an elevated number of backup and restore requests between July and September, ranging from needing help moving content to transferring settings across platforms or operating systems.

What support teams should be ready for: Device-to-device transfer assistance, cloud backup setup, and cross-platform migration support. This category tends to generate longer handle times, so having knowledgeable agents and clear guided workflows in place before the season peaks matters.

6. Security setup

Cybersecurity is a top self-service category in Assurant’s back-to-school data, which suggests families are actively seeking guidance on device protection, account security, and safe technology practices as they set up new devices.

That's an encouraging signal. It suggests families aren't waiting for a security incident to think about protection but rather building it into the setup process instead. It also means they need accessible, practical guidance rather than technical jargon.

What support teams should be ready for: Questions about parental controls, password managers, account security settings, and safe browsing practices. Self-service content that addresses security in plain language, framed around back-to-school setup rather than abstract threats, performs well during this period.

7. Knowing where to get help

The families who navigate back-to-school tech setup most successfully are the ones who know where to turn when something doesn't work. For brands and carriers, that means making support easy to find, easy to use, and capable of resolving issues on first contact.

Assurant mobile apps have accumulated more than 12 million cumulative registrations since inception, with over 1.9 million device-specific articles, videos, manuals, and other content available to customers whenever they need it. For live support, Assurant's tech support teams carry a 4.86 / 5 customer satisfaction rating and an 85 NPS, supporting more than 38 million customers globally.

The back-to-school season puts that infrastructure to the test every year. The brands that invest in it before the season peaks are the ones that turn a high-friction moment into a reason for customers to stay.

The bigger picture

The seasonal surge in tech support is often framed as a summer story, driven by dropped phones, lost devices, and vacation mishaps. That's part of it. But the data shows the bigger surge comes later, driven by preparation rather than damage, and it peaks when families are getting ready for a new school year. Brands and carriers that recognize the difference and show up with the right support, at the right time, in the right channels are the ones that convert a seasonal spike into long-term customer loyalty.

Ready to make back-to-school your strongest support season yet? Connect with Assurant to learn more.