Revolutionizing Customer Service with the Internet of Things - Sitel - ContactCenterWorld.com Blog
How Companies are Leveraging the IoT
We live in the world of connectivity. Anything your heart desires is quite literally at your fingertips. With over 10 billion devices currently connected to the internet, and more and more added each day, we’ve turned into a world of digital relationships. You can now purchase anything in the world and have it delivered right to your doorstep without ever having human interaction.
Still, studies have shown that this human interaction is what defines the customer experience. While we may no longer be an “Internet of People” and are now an “Internet of Things,” the vast majority of consumers still long for some sort of human interaction. It’s companies that stay ahead of the game and offer both ease of user experience and digital customer service that truly profit.
Here are three ways the Internet of Things will revolutionize the customer service experience
- The customer will no longer worry about the maintenance of their “things”
By applying the latest technologies, products will now be able to communicate with customer services centers about the issues they’re having. Does your refrigerator need a new water filter? Your customer service center will know before you do. Using this technology to their advantage, companies can stay ahead of the customer service curve by providing what their customers need, right when they need it, whether they know they need it or not.
- Companies will be able to leverage data like never before
Have you ever noticed how your Google searches suddenly appear everywhere you look? Let’s say you’re searching for a new dishwasher on Google one day. 20 minutes later you log on to Facebook and a top named brand has an ad about a dishwasher sale currently happening. Coincidence? Definitely not.
The internet is a very powerful place. What you search for follows you. Companies will be able to utilize this like never before. Just bought a new car? You might suddenly find that all of the dealer’s accessories for that particular model suddenly pop up all over your newsfeed. Using information you provide like your email address, companies can push information to you that they feel might be relevant to your most recent purchases. While some might consider this an intrusion, most feel it’s the company’s way of showing that they care about their products and your happiness.
- Companies will receive feedback faster and more efficiently
Not satisfied with your washing machine’s performance? Tell it. Not thrilled with the new cappuccino machine you purchased? No worries. Let it know. Companies will have unlimited access to the feedback of their customers in relation to their products. This allows them to make real-time changes to ensure that the situation is resolved quickly and efficiently. Some products are rolling out new technologies that ask for short surveys from the consumer from time to time to measure “wear and tear” and other factors that cause products to decrease in value over time.
Additionally, with the increase in video functionality, some products are even connected via a video chat system. If the consumer is having trouble with the product, they can instantly connect via video with the technical support department who can walk them through fixing the issue. Adding this level of customer service will greatly increase customer satisfaction.
The world is more connected than ever. We here at Sitel are here to ensure that your brand is well-represented on the Internet of Things. Whether it’s utilizing our Social Monitoring & Social Engagement Services to monitor your social media outlets and interact with your customers on your behalf, or it’s leveraging our online chat functions to assist your customers with anything they might need, we’re your go-to source for customer experience. With over 2.1M interactions per day, we feel confident that we can help you, and your customers, navigate through this Internet of Things to find what is really needed.
Do you want to learn more about the Internet of Things? Download our FREE whitepaper HERE.
Publish Date: June 16, 2015 5:00 AM
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