Is it the end of days or the future when your printer orders its own ink?
The Internet of Things (IoT) is the collection of every device on the planet capable of connecting to the internet. This includes cars, watches, speakers, phones, computers and even buildings.
According to a study published by Gartner, devices will outnumber humans 4-to-1 by 2020! This means that by 2020, you are going to have four different ways to reach every one of your customers.
Understanding copious amounts of data
Big Data closely follows the surge in number of devices connected to the internet. Simply storing the data on server farms is not the only course of action.
Customers expect two things to follow:
- That their data is kept safe and secure
- Their time is still valued above all else
The first point lines up nicely with the recent push for device providers to create secure products that can prevent or contain any attacks at the customer end. The second however, is more directly linked to customer care and its evolution.
Efficient customer service experience
With devices constantly accumulating data, customer service can evolve into a more holistic solution – one in which every action or trigger provides instant feedback on customer preferences. This can lead to a more efficient customer service experience by making every interaction personalized.
Also, in place of long calls involving multiple questions to discover the source of the issue, devices can automatically communicate with the company and trigger solution events.
In a typical case of service, a customer might require help updating a software license. If they called your care representatives today, they might be met with a barrage of questions: “What version of the software do you currently own? Are you able to download the license upgrade file? Have you stored it in the right location? When did you purchase it?”
But if their device was connected in the true sense of the word, you would be able to collate all the necessary information from your database and provide an instant solution. With embedded automation, they may not even have to speak to a representative.
The final word
Slapping some automation and intelligence together with your existing business model might not make the best use of IoT in customer service. Switching to a customer-centric approach is the key to leveraging the potential of all available data.
The IoT and other technological advancements can transform the lives of every person from the smallest scale to the grandest.
