The Internet of Things (IoT) is populated by countless new smart devices that might not have been thought of years ago — smart watches, health monitors, and even washing machines, all connected to the Internet. These devices equip customers with exciting new features while providing businesses with new ways to collect intelligence on how their products are actually being used. The IoT is a concept that will revolutionize contact centers in several ways.
Let’s imagine an organization that makes smart cars. The automobile can collect data such as average speed while driving, required maintenance, and services that are not being used, automatically providing a car dealership with valuable intelligence when a vehicle is brought in for a trade-in or even regular service. Such constant communication gives manufacturers a better understanding of how their products are used so that future sales collateral can focus on known customer preferences. This type of intelligence helps close sales and resolve customer complaints in a way that wasn’t possible before the IoT.
Self-Service Is King
Sometimes technology seems to malfunction. For many years, frustrated customers had to call a company only to have a customer service representative ask seemingly silly questions such as “Is the device plugged in?” Now, an IoT connected device can download system updates, apply fixes, and even report directly to the representative when a call is made, allowing customer service to focus on what is actually wrong with the device.
Calls can be intelligently routed to agents that are subject matter experts in specific aspects of a product. For example, a smart watch manufacturer might have specialists with extensive knowledge of mechanical parts as well as specialists who are experts on the operating system running the smart watch. Call center agents no longer need to develop mastery of every product offered by the organization or even comprehensive knowledge of a single device.
Proactive Customer Service
Since smart devices can “phone home,” it can be clear to a company when a device is experiencing technical issues or simply isn’t being used at all even before a customer calls to complain or attempts to return a product.
Instead, customer service can call the customer preemptively with a full understanding of what is wrong with the product or the knowledge that the customer doesn’t appear satisfied. From there, a conversation can ensue to create a positive customer experience, potentially even creating a brand advocate from a scenario that was simply unheard of prior to the IoT.
The IoT creates a revolutionary channel for customer service that wasn’t possible before. As the technology continues to evolve, even more methods to improve the customer experience will emerge.