PersonalizationWith so many things connected, the sheer volume of data generated is going to provide contact centers with information beyond their wildest dreams. Not only will organizations be able to more quickly learn what technical issues regularly arise in particular products, speeding up their improvement, but more vitally, products which reveal consumer behavior – and among these would be health devices and motor vehicles – will enable companies to learn more about their customers. Using this information, they will be able to provide services which are tailored to individual consumers.
- Challenge: Large quantities of data will require advanced analytics
- Benefit: More personalized service will increase customer loyalty
IoT adds a new channelThe IoT is going to require contact centers to understand how to integrate smart object contact into the overall customer service experience. This will mean an additional channel added to the omni-channel center, one where the clients’ IoT-enabled products are capable of making contact with the centers on their behalf. We will soon reach a point where the customer is able to simply push the ‘contact’ button on their connected devices, in order to seek assistance. The omni-channel center already presents its fair share of challenges, which will no doubt become even more complex when the customer is contacting you from their car or their refrigerator.
- Challenge: Adding yet another channel to your omni-channel support structure
- Benefit: Makes it easier for customers to make contact, if required
Agents will need to be more specializedWhen agents are required to handle a call, it will likely be of a complicated nature. Therefore, it will be crucial to ensure agents have specialized product knowledge and additional capabilities to digitally connect with the customer. Highly skilled agents will need to be completely familiar with not only the product and brand, but the entire ecosystem of connected devices.
- Challenge: Increased cost and time required to deliver additional training
- Benefit: Agents will be able to deliver a higher level of more specific service
Proactive serviceSince the IoT will allow smart objects to communicate potential problems even before these occur, customer service can become far more proactive. Instead of reacting to problems after they happen, companies will be able to prevent these from occurring at all. This will significantly reduce the customers’ need to reach out to the contact center, and will help the organization to differentiate itself by delivering a genuinely proactive service to its clients.
- Challenge: Effective data management will be critical
- Benefit: Reaching out to customers proactively reduces customer churn and increases loyalty
Better privacy and security is a mustIoT-enabled devices that require assistance from the contact center will mean that agents will need to use screen-sharing or gain remote access to successfully identify and solve these complex problems. They will also probably require greater access to customer information. This means an increased need for privacy and security training and an assurance to customers that proper security procedures are in place.
- Challenge: Need to improve company policies related to privacy and security
- Benefit: Ability to deliver hands-on service to improve the customer experience
[About the author] Dylon Mills is the Director of Marketing Content Strategy & Development at Jacada. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Jacada’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.http://www.gartner.com/newsroom/id/3598917