Avtex is Opening a Global Delivery Center
by George Demou
The Internet of Things, or IoT, offers significant potential for organizations seeking to empower customers. With a simple voice command, customers can place an order or be connected to an organization for information, advice or even support resolving an issue.
The rapid growth of IoT and its limitless uses have many Customer Experience professionals exploring the space for ways to use IoT devices to create deeper and more impactful relationships with customers.
To help you explore and seize the opportunities presented by IoT solutions, here are answers to some of the most commonly asked questions related to the subject at hand.
The Internet of Things is loosely defined as billions of interconnected mechanical and computing devices that collect, transmit and track data. To be considered part of the IoT, these devices, unsurprisingly, must have the capability of connecting to the internet, either continuously or at set intervals.
IoT devices range from the increasingly popular smart home automation gadgets like Amazon Echo and Google Home, to residential appliances with built-in data connections and commercial generators with real-time monitoring capabilities. Motion sensors, light bulbs, children’s toys, smart watches and countless other devices round out the IoT ecosystem.
As you read this blog, chances are high that you are within near range of at least one, if not several, IoT devices.
Whenever new technology emerges, experts are often quick to question its lasting power, or the long-term impact the technology may have on the world. In the case of IoT, most experts agree that the potential impact is limitless, and that the growth of connected devices
In fact, according to a recent article by Forbes, the IoT is here to stay, and will only continue to grow at breakneck speeds.
In short, the IoT market has the potential to impact nearly every industry, customer base and target audience today, and well into the future. This makes the IoT a viable, if not necessary, space for CX professionals to explore.
There are many ways to leverage IoT devices to benefit your customers. Businesses that sell physical or consumer products often create an application or automated process launched via IoT devices that allows for simple reordering or shipment tracking. Other applications that utilize IoT devices, such as smart monitors or security systems make it possible to track and record the performance of a piece of equipment, such as a power generator, to proactively resolve issues. These applications also make it possible for customers to resolve issues via managed troubleshooting, or to be connected to an agent with a simple button press or voice command.
From customer empowerment to active support of products, IoT devices offer all but limitless possibilities for CX professionals to engage and support customers.
Each communication channel we leverage to deliver customer interactions and overall experiences presents its own unique challenges. The IoT is no different.
Common CX-related challenges associated with IoT include:
While these challenges can be significant, it is certainly possible to overcome them. Doing so may result in significant improvements in customer engagement and satisfaction.
With so many possibilities for leveraging IoT as a CX tool, it can be difficult to know where to begin.
If you are searching for ways to get started with a new IoT strategy or project, remember to: