IoT devices are the perfect blend between technology and gadgetry. IoT or the Internet of Things refers to a network of smart devices communicating with each other. These could consist of things like temperature, heat, or moisture sensors, cameras, thermostats, smart switches, lights, doorbells, and so much more. Thanks to IoT, the concept of a smart home is now very much in the domain of reality. In fact, many people expect IoT to take off and penetrate US household markets in the same way as Spectrum mobile plans. But IoT applications extend beyond residential use, into many aspects of the business world. This blog explores how IoT can potentially improve customer service in a business.
Using IoT in Customer Service
IoT devices are smart devices that gather information and communicate with each other. The right information, when gathered through an IoT device and analyzed properly, can often offer useful insights and identify areas for improvement. In terms of customer service and the larger customer experience that businesses offer, IoT devices can be a very crucial tool.
Remember, in the 21st Century, customer service and customer experience are key differentiating factors between you and your competitors. It is very easy and very common for customers to take their business to your competition if they are offered a better experience there. Therefore, by improving CS and CX, you are building a stronger competitive advantage. And IoT can help in several ways, including:
Observe and Improve the Product or Service Experience You Offer
The biggest advantage of an IoT network should come from its ability to gather data on how your customers experience your product or service. Customers typically have specific uses for products or services, but there can often be expectations that you may not be meeting. It may be even more dangerous when competing products or services are meeting those expectations.
IoT devices can gather and log information like product failure, service issues, warranty claims, product defects, and much more. All of this data can help you build an understanding of how consumers perceive and experience your offerings. With this, you can begin to identify areas that you can improve to offer exceptional customer service.
Improve Your Ability To Deliver a Personalized Experience
Personalized experiences are one of the best ways to create happy, satisfied, and long-lasting customers. Both customer acquisition and retention rely heavily on the customer experience you offer, and personalizing each interaction for an individual customer can go a long way. But with digital commerce and online shopping, it is often very difficult to personalize experiences for every customer.
However, an IoT network could potentially automate some bits of the personalization process and make it easier for human agents to deal with customers. For example, IoT devices may be able to identify not just specific customers, but also specific problems they might be having. This won’t just impress customers, but also save time in solving their problems.
Identify Areas To Improve Your Product or Service
IoT devices in the future will probably not be limited to gathering customer experience information. They will most likely also include gathering product or service data as well, such as the problems consumers encounter when using them. This data can be invaluable to businesses in terms of product/service development. Businesses can analyze it, identify product weaknesses and flaws, and fix them in future iterations. This means a continuous process of improvement, which helps products and services stay relevant for longer.
Discover New Opportunities for Related Products
The information from using IoT in customer service can also help businesses identify new business opportunities and markets. In many cases, especially in the tech industry, these new opportunities are often closely related to your existing product or service. Customers will often ask for features or options that may not always be possible to include in your primary offering. But you can always create a related product or service that offers the things that your customers need. Otherwise, someone else could step in to meet that demand, and you could miss out on an opportunity that you may otherwise be well placed to take advantage of.