For staying connected with the customers, the contact centers are the means through which organizations are able to do so, since years. Although it has evolved quite much over the years, it is expected to grow with the growth of Internet of Things.
The Internet of Things refers to a network of daily objects imbibing technology, enabling to collect and exchange data. This technology is believed to transform how the contact centers work, entirely. Here’s how the change would look like:-
- Better Data Attainment and Procurement
One of the great benefits of Internet of Things is its ability to procure accurate and large amount of data from sensors, wearable and actuators. Information regarding technicality of a product or behavior of customer will cause a brand to gain insight about how their products are being used by all and on that ground, how they can further develop it in order to improve the experience of customer.
- Active solutions
The information and data is received by the contact centers through several channels and very soon Internet of Things will help them by allowing the devices to automatically track the problems and notify the manufacturer about the same. Then, there will be no need for the customers to go for inbound call centers. Rather than that companies and organizations will be able to pay heed to the issues and solve them before they even happen and implement the solutions beforehand.
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- Self Diagnosing Solutions
Even before the users get aware of the issue, the gadgets connected will have the ability to solve and report its own flaws to the manufacturer. This will help reduce not only the call volumes but also the costs. However, it is predicted that because of this, the average handling time will shoot up due to the fact that technical problems need to be discussed in detail.
- Experts Handling the Issues
Until now, agents of the contact centers generally just react to the queries or complaints of the customers but Internet of Things will allow them to provide better equipped remedies. Human communication is vital no matter the connected devices has the capability to diagnose and report the problems. The agents are experts and now are expected to raise the level of handling the problems apart from the technology’s abilities.
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- Multiple Channel Growth
Customers like to have multiple channels through which they can reach the brands without any problem. Companies treat it as a challenge to have multi-channels. Through the advent of IoT, customers can hit the contact button with their devices for e.g. car, refrigerator, etc and the organizations will have to pick up how to balance it to continue allowing the satisfied service extended to the users.
- Better Experience for Customers
It is expected from IoT that it will improve the quality of care the brand provides the clients. It will reduce the need of the customers to call agents and wait in long queues for their issues to get resolved and reported. Similarly, the data collected from the devices connected will allow the brands to not only improve the products and services but also equipping their agents in how to better handle the queries and complaints thereby making the customer service more quick and efficient.
In today’s world, where customer service should be exceptional in order to stand out in from the crowd, IoT is predicted to provide businesses and organizations the ability to offer great value to the customers. Those brands which can capitalize on this and successfully implement IoT into their customer care can take their brand to a fully different level.
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