Internet of things is the next customer service game-changer

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
Open Access BPO10 hours ago
With the #ecommerce holiday shopping rush comes the armies of customers with their purchases and inquiries.
In the middle of all this, your brand needs to make both them and your team happy.

Here's how you can strike the right balance between 𝗹𝗲𝘁𝘁𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝘁𝗲𝗮𝗺 𝗲𝗻𝗷𝗼𝘆 𝘁𝗵𝗲 𝗵𝗼𝗹𝗶𝗱𝗮𝘆𝘀 and 𝘀𝗲𝗿𝘃𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗺𝗼𝘀𝘁 𝗹𝗼𝘆𝗮𝗹 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: https://buff.ly/3ur1Q1o

----------
Ensure your customers' needs are met with a trusted #CustomerService expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
CustomerService #CustomerExperience
Open Access BPO
Open Access BPO10 hours ago
Failing to meet customer expectations may be your goal, but there are unforeseen and unavoidable instances that cause you to fail.

Here are 4 basic steps of a business #CustomerSupport strategy when facing mishaps: https://buff.ly/3iDVQQr

----------
Start your journey to a better #CX with a #CusomerExperience expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO24 hours ago
As much as your brand wants to give your customers a great experience, there are times when you really have to say no to their requests. For #CallCenter agents who are trained to always delight the customer, having to say "no" can be difficult.

Here are 5 tips for letting down your customers gently without ruining their entire #BrandExperience: https://buff.ly/3VuHqR6

----------
Choose an #outsourcing company that values customer service and brand retention: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CallCenterTips
Open Access BPO
Open Access BPO3 days ago
The holiday season is one of the busiest times for most businesses and deal-seeking consumers.

Between the onslaught of online shoppers, the potential issues you might run into, and possible internal concerns, is your brand ready to handle the holiday rush?

Here's how outsourcing can ensure a satisfying #CustomerExperience during the holidays: https://buff.ly/3XTgDzB

-
-
• How a 24/7 Call Center Handles a High Call Volume During the Holidays
https://buff.ly/3B9bkCq

• Outsourcing to Beat the eCommerce Holiday Shopping Rush
https://buff.ly/3FqlDEC

• UI Tune-Up: A Customer Service Must-Do for the Holidays
https://buff.ly/3XYPiMj

• 5 Ways to Boost Customer Satisfaction This Holiday Season
https://buff.ly/3FooIoE

• 4 Major Flops that Could Happen Over the Holidays
https://buff.ly/3FmdfWL

• How Can Philippine Call Centers Motivate Agents After the Holidays?
https://buff.ly/3XOlmmd

• Top Five Business Tasks To Outsource During The Holiday Season | via Forbes
https://buff.ly/3B9bkSW

----------
Partner with a #multilingual #CX expert trusted by global brands for their 24/7 support: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ecommerce #OnllineRetail
#OnlineShopping #HolidayShopping
#CustomerSupport #CustomerService
Open Access BPO
Open Access BPO1 week ago
If you think it has become harder to make your customers happy these past couple of decades, you're right.

Here are the 5 reasons why making customers happy—and keeping them that way—has become an even more demanding task: https://buff.ly/3APNZFN

----------
Start improving your customer retention and brand loyalty: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CX #CustomerExperience
Open Access BPO
Open Access BPO2 weeks ago
#BlackFriday and #CyberMonday are the biggest holiday shopping events in the US, with millions of consumers eagerly waiting to snatch up season-exclusive discounts and special deals.

To provide the best #OnlineShopping experience possible, #ecommerce brands and their outsourced support teams spend months devising #CustomerSupport strategies.

Here are a few notable stats about these shopping holidays.

#WeSpeakYourLanguage
Open Access BPO