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Revolutionizing Customer Service with the Internet of Things
The IoT is altering our technology landscape—and it will require a change in culture as well.
Posted Aug 12, 2015
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The explosive growth of device connectivity, wireless technology, cloud computing and advanced analytics has driven the Internet of Things (IoT) from vision to reality. Devices with embedded sensors are enabling advanced, automated communications for businesses and customers. These connected devices are driving deeper engagement, providing new experiences and opportunities, creating new revenue opportunities, and enabling better business insight.

The IoT will have a profound impact on customer service. It will affect everyone from the consumer to the business leader. Customer experience has become the brand differentiator, and the IoT will further refine customer interactions and increase consumer expectations. Using the IoT, customer care organizations will be able to receive, gather, analyze, and respond to events from connected devices to significantly reduce customer effort, enhance customer experience, build trust, create stronger relationships, and earn brand loyalty.

The IoT will proactively eliminate common issues including long wait times, inflexibility, and a lack of proactive care. Other benefits will include immediate access to important maintenance information, faster repairs, and IoT-directed self-service.

According to Gartner, a host of objects will be IoT-enabled in just three years, and 5 percent of all customer service cases will be autonomously initiated by connected devices. Problems will be solved proactively, with devices providing information on status, location, functionality, or customer preferences. These products may even go beyond real time to future time, providing insight to forecast potential issues. Below are just three areas that will feel the impact of the IoT.

  • Home automation. Numerous IoT-based home management products, such as thermostats, smoke detectors, and security cameras from Google Nest, enable consumers to control devices from virtually anywhere. Support and services issues for some products can be initiated by the device, creating greater customer experiences.
  • Healthcare. The IoT is extending healthcare provider reach by monitoring patient heart rate, blood pressure, and more. The patient experience is improved through early detection and convenience.
  • Utilities. Google's Power Meter application has enabled households to monitor their energy consumption since 2010. Graphic displays and analytical tools help users better manage their energy use. In this case, the IoT is providing information that enables the customer to better manage services and reduce costs. Automated reminders and suggestions increase customer satisfaction.

Driving the IoT to its full potential in improving the customer experience will involve a number of technical, procedural, and cultural changes in most organizations, however. Here are three crucial ones:

An investment in data-gathering technology and analytics. Using the IoT to drive better customer experiences and higher value transactions—reducing customer effort, increasing brand loyalty, and increasing spend—means collecting, understanding, and using the data generated by the IoT to proactively address customer needs. Organizations will need robust data gathering and analytics platforms to collect the data produced by the IoT, to gain insight into who the customer really is—and what they really want.

Anticipating and better managing call complexity. With automation and advanced self-service options, fewer customers will contact customer care with basic questions. However, customers will have far more detailed, sometimes highly technical requests. Customer support agents need skills beyond reading from a script, and must be prepared for heavy troubleshooting across multiple channels. Contact centers require agents with advanced skill sets and easy access to robust knowledge base systems.

Anticipating agent-device communications. Customers already expect omnichannel service via phone, email, the Web, and social media. Gartner estimates that at least 50 of the 500 largest businesses in the world will be using video extensively in their customer service practices by 2018. Beyond video, customer care may someday occur directly through the device. Smart devices will report problems to the contact center directly through the IoT, and the interaction (and resolution) may happen entirely between the device and the customer support agent, with no customer involvement.

The IoT will change the way we work, play, and live. More and more devices and objects will not only be connected to each other and consumers, but also to the organizations that support them. The opportunities and challenges are immense in the world of the data-driven enterprise.

Sean Erickson is the EVP, Chief Marketing & Infrastructure Officer for Sitel, a global leader in outsourced customer care innovation. Sitel provides outstanding customer experiences on behalf of some of the world’s best known brands, operating in approximately 108 facilities in 21 countries, supporting client customers located in 62 countries in 40 languages.

Sitel offers a free whitepaper on how the IoT will revolutionize customer service, available at www.sitel.com/iot.

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