Internet of things is the next customer service game-changer

Internet of things is the next customer service game-changer

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.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO9 hours ago
Looking for a #ContentModeration solutions vendor? Look into different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/hoRO.

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO3 days ago
Wishing our colleagues, friends and family celebrating a happy #RoshHashanah. May you find joy, peace, and love in this new year.

#WeSpeakYourLanguage #OAHolidays #RoshHashanah5781
Open Access BPO
Open Access BPO3 days ago
Customer data present a rich opportunity for #brands to create lasting impressions upon their target demographic. Here's how you can manage crucial information better to achieve a 360-degree view of your customers: https://zcu.io/VWID

#WeSpeakYourLanguage #CustomerExperience
Open Access BPO
Open Access BPO4 days ago
We are on #LinkedIn! Follow Open Access BPO to catch up on the latest company news, industry insights, features, and blog updates every week.

Like, share, and comment on our posts to find like-minded people who you can exchange valuable conversations with: https://zcu.io/sxAl

#WeSpeakYourLanguage #OpenAccessBPOConnect
Open Access BPO
Open Access BPO5 days ago
Customers gravitate toward fast and convenient purchase methods. Amplify your #CustomerService strategy to ensure #CustomerSatisfaction and avoid getting repeat complaints: https://zcu.io/KWQZ

#WeSpeakYourLanguage #CustServ #CustomerExperience
Open Access BPO
Open Access BPO6 days ago
Having a single view of the customer allows brands to see all the issues encountered by clients. This equips the business with a deeper understanding of customers' problems, enabling faster #CallCenter resolution: https://zcu.io/mag0

#WeSpeakYourLanguage #CustomerService