Focus of Business: Identifying Barriers to Customer Experience

Positive feedback is important to any brand and is the ultimate aim. With new technologies and devices, the customer has become smart and powerful than ever before. Today, customers decide when and how they want to interact with brands and directly impact the company’s way of selling. Through macro trends like social media, mobile, cloud, Internet of Things and big data, they are forging a new era of interaction and are becoming more disruptive than the technology itself.

The business focus has now shifted from leads to right kinds of leads and on-boarding customers to delight them throughout the entire lifecycle. This is the key which drives loyalty, advocacy, and robust customer experience.

Nowadays enterprise transformations provide a good CRM which gives the power to businesses of any size to apply technology folded into the CRM offerings comfortably. They enable to keep them updated and ahead of their customer’s expectations.

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11.      Artificial Intelligence

Customers experience personalization and relevance through AI by their applied advanced analytics to the sales and customer data. The data sometimes is connected to the transaction history. Then next interaction can be tailored based on this knowledge which is a good way to exceed a customer’s expectations rather than anticipating their needs. This operation depends on collecting accurate data and making use of the opportunity presented by internet of things.

22.      Speed

Intelligence on fingertips is powerful which allows the salesperson to interact with real time customers and also are capable of delivering solutions instantly. As customers don’t wait, they shift easily if they don’t get what they are looking for.

33.      Productivity of Salesperson

The salesperson does not love to enter the details o the customers into the CRM system because if they will spend time doing administering tasks they get to have less interaction time with their customers and hence less time building relationships and closing sales.

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44.      Mobility

Salespersons work best when they are out, dealing with customers understanding them and their needs and not when they do not have the access to the customer information they need. They have to be mobile and be able to access CRM while being on road in order to provide a seamless experience to them. 

55.      Team Effort

Selling is not only for the sales department, its team coordination. The CRM system must be fully available and open for all departments for the knowledge and data to be shared and utilized across teams for a common goal which is providing the best experience to the customers. This makes the process easier and faster so as to offer the right solution. 

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How can Internet of Things affects the Job of Web Designer

The ability of control is what the designers want in the print medium and also in web medium, it is simply a function of the disadvantage of the printed page. It’s time that we accept the fact that web doesn’t have the same restraints and design for the flexibility. But above all, the decline and flow of the things should be accepted.

 

The concerns of web designer and of the developers today are same as it were 15 years earlier, aiming for what design and built up should be on screen and how it appears and most importantly how the users interact with it.

 

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The surface of the design and build is crucial. But the more it is used; we will discover it as a small area for experiencing with the web and what it enables. The device below the screen is possessed with capabilities the developers have access to.

Like the gyroscopes, geo locations and accelerometers are used to have a sense of where a user is in space and what they are doing in physical form like standing, running, travelling or sitting. Are they stressed or relaxed?

 

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Our mobile devices and tabs have sensors in the cameras and microphones which tracks temperature and quality and air pressure. Specialized gadgets like fire alarms are capable of detecting carbon dioxide, carbon monoxide and other gases as well in the atmosphere.

There exists a network of services from which the information can be sent to, received from and can be interacted with in real time from anywhere and at anytime.

 

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How the future will be?

The web future with Internet of Things will not be only screens controlled by humans for entertainment and information but a wide assortment of devices constantly sensing all the things in the world like at what speed the car is travelling right now, how many calories have I consumed today or what is the current temperature of my house, etc.

What lies the biggest challenge in front of developers and designers is that how the web augments the life of humans both actively and passively and much less about pixels and buttons and screens. It is about knowing ourselves, our homes and our environment better.

If this sounds a bit confusing, it is. Bit necessarily and a bit on purpose. The future can’t be predicted for how interesting it can be except by inventing it.

 

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What can be learnt?

What the young designers should be reading in order to learn longevity on web is JavaScript. It is the browser language and with Node.js, the server language, it can be located easily & directly on devices. The bewildering assortment of low cost network-enabled devices and sensors such as Twine and NinjaBlocks, and several others can be explored.

Node.js can be further probed into finding the link to connect these devices which are of wide assortment to one another and also to the services which can collect and make sense of the wide data generated by them, enlighten the users regarding the habits, practices, health and lives.

This all seems a bit gloomy- new device, languages and services except knowledge and skills but with web, these all will be present and loosely connected.

 

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 Not to get disheartened!

The screen is and will remain the most important part of the web or any other system which human use for interaction but designing and developing only for screen based system has become a legacy activity and it goes similarly for desktop browsers.

But, whatever you may do, a broad range of knowledge and skills can be acquired. Be ready for something exciting and amazing for the future.

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http://surevin.com/blog/can-internet-things-affects-job-web-designer/

How Internet of Things will Transform the Contact Centers Operations

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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