Internet of things is the next customer service game-changer

Faith Ocampo Published on November 20, 2015

hand-holding-smartphone-with-contacts-conversations-from-around-the-world
With the rate by which technology grows, it seems that it s already outpacing us. Over the previous decades, we ve all been swept away by how the Internet intricately weaved itself as a fundamental component of people s everyday lives. Smart devices—tablets, phones, wearables, and others—completely changed the face of businesses. Now, the world s biggest innovators are taking a leap from here to an even bigger phenomenon: the Internet of things (IoT).

Experts see IoT as the natural trajectory of web innovations, which increases connectivity this time not between people but between things. But all this are rooted to the need to redefine customer experience and offer something yet unheard of to consumers. Precedent technologies including smart devices and cloud computing platforms combined with users increasing hunger for convenience make way for this phenomenon.

If brands want to expand beyond what they are today, it s a no-brainer that they should embrace the concept of IoT. Consequently, however, every aspect of the way we do business can take a whole new form. In this article, we ll focus on how customer service may change in relation to IoT.

hand-holding-smartphone-connected-to-services-around-the-world

1.     The best service is one that doesn t need to happen.

According to ABIResearch, more than 30 billion devices will be part of the IoT ecosystem by 2020. This puts extra pressure on brands. If users are demanding speedy customer service right now, by the time the IoT fully becomes mainstream, consumers will be expecting brands to respond to their concerns at the speed of lightning.

On the other hand, IoT devices are smarter than current smart technologies. The first step in taking customer experience up a notch is preventing issues from occurring in the first place. Big data will play a crucial role in incorporating predictive features into devices to warn users of possible malfunctions. Now, customer service agents should be listening to these signals to determine when they should reach out to users.

2.     Brace yourself for the impending data explosion.

The aggregation of consumer information is advantageous for brands who want to truly understand their customers so that they can better market to them. However, utilizing unimaginable amounts of data is still a new territory for many brands. Many companies are still struggling to bridge the widening skills gap that come along with this phenomenon. The availability of big data presents rich opportunities for businesses, but only if it s correctly maximized.

3.     Cyber security is the biggest concern.

In a world where devices will be equipped with the ability to understand contexts and communicate with one another, new and bigger security threats will arise. In fact, cyber security is among the biggest issues hampering the development of IoT technologies. There s a need for both brands and IoT users to protect data and exercise full control over their devices. One weak spot in the security chain can be a hacker s gateway to limitless vulnerabilities that could unlock a user s personal data. Businesses thus need to respond with robust customer care strategies to ward off IT threats.

4.     The IoT phenomenon will call for new service models.

As the IoT era begins, brands need to adopt an expansion-oriented outlook. Gone are the days when continuous service is the priority. This time, uninterrupted service is a given—something that customers already expect from businesses. Instead, enterprises need to focus on customer experience as their primary differentiator.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 3 days ago
Gaining a leg up on the global competition means so much more than speaking your customer's langauage.

Understand their culture and you stand to capture the international market: https://buff.ly/3W2ODcL

----------
Outsource with a #MultilingualCallCenter that will help you establish a strong foothold in your global markets: https://buff.ly/4bDl6Mj

#WeSpeakYourLanguage
Open Access BPO 3 days ago
Open Access BPO hosted a successful #Pride celebration, fostering a spirit of #inclusivity and community.
Attendees enjoyed a lively atmosphere with video showcases, band performances, and a drag queen showcase.

The event highlighted our commitment to #diversity and inclusion within the workplace.

𝗛𝗲𝗮𝗱 𝘁𝗼 𝗼𝘂𝗿 𝗯𝗹𝗼𝗴 𝗳𝗼𝗿 𝗮 𝗳𝘂𝗹𝗹 𝗿𝗲𝗰𝗮𝗽 𝗼𝗳 𝘁𝗵𝗲 𝗲𝗽𝗶𝗰 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗼𝗻: https://buff.ly/4cXfjSS

----------
Open Access BPO is a dedicated employee-centric #outsourcing firm that champions a culture of respect and appreciation for all, regardless of background or identity.

Outsource to gain a #CX team and a strategic employee-centric operations management without losing your focus on growing your business.
Partner with us today: https://buff.ly/4cWE95y

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#OABPOSpeaksWithPride
Open Access BPO 5 days ago
You need skilled and creative #CustomerService agents to wow your customers.
But #hiring the right people to engage with your consumers can be difficult for many brands.

Here's how to tweak your #recruitment strategies to get the best #CX experts: https://buff.ly/3zJNPSn

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3VZNHG3

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 6 days ago
Aside from the different accents, Americans and Britons have different attitudes when talking to #CallCenter agents.

Here's what agents have to know about both types of English-speaking Westerners when providing #CustomerService: https://buff.ly/3WdNKPW

----------
Anticipate and exceed your global customers' demands with a multilingual #CX expert: https://buff.ly/3WbhEnR

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO 6 days ago
Great #CallCenter agents rely on strong Team Leaders for guidance and motivation. But even the best intentions can be overshadowed by negative leadership habits.

Check out our blog post for 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗰𝗼𝗺𝗺𝗼𝗻 𝗽𝗶𝘁𝗳𝗮𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 𝗰𝗮𝗻 𝘀𝗮𝗯𝗼𝘁𝗮𝗴𝗲 𝘆𝗼𝘂𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 (plus insider tips for becoming a stellar leader who inspires your team and drives results!): https://buff.ly/4eWMurQ

----------
Ready to man your brand's with the premier #CX team?

Find great call center agents and leaders to help manage your brand's growth when you partner with Open Access BPO: https://buff.ly/3WdMbBy

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
#CallCenterManagement #ContactCenters
#CallCenterLeadership #LeadershipQualities
#EmployeEmpowerment
Open Access BPO 10 days ago
Open Access BPO Makati picked up where our Davao colleagues left off in #PrideMonth celebrations.

Here are some of the highlights in last Friday's Pride Party at The Enderun Tent: https://buff.ly/4cHNoa9
Open Access BPO