Internet of Things (IoT) as a network of a physical objects containing embedded innovation for cooperating and communicating with the internal just as external environment. Enterprises can’t overlook the tremendous degree offered by the Internet of things. It is hard to decide when, how, and up how much can the data produced from these connected devices help in improving client encounters.
Advantages of IOT:
From connected light switches to pet feeders to RVs, the Internet of Things will affect everything around us. IoT offers the prospect of a continually connected customer — as companies engage with their customers directly through their products, they have the ability to build deeper, more predictive relationships. This connectivity is a new digital channel for engagement — one that not only provides enhanced service to the customer but also a deeper awareness of who your customer really is.
To date, there has been so much focus on connected devices that we’ve lost sight of what’s truly important: the customer. Keeping the customer front and center is critical to actually delivering the promise of IoT — especially at the IoT backend where you translate the data stream from the connected device into actions appropriate for each customer.
Multi-device intelligence can improve customer engagement:
Knowledge about how your customers is using various interconnected devices helps you provide a seamless customer experience. Cloud technology has further enhanced the methods of data collection and storage. IoT-enabled devices collect data from a customer’s device related to network configuration and activities. Useful data insights are analyzed by customer service agents to provide solutions that will avoid problems for customers and recommend specific products/services addressing particular customer needs.
Gain customer insights quickly:
Earlier, a company used to have limited interaction with customers during the point of sale. Enterprises depended only on sales reports and customer feedback to analyze buying behavior. However, new capabilities allow enterprises to collect, manage, and analyze real-time data. Now, enterprises have quicker access to gain key insights about consumer trends, product performance, and buying behavior – moreover at an unexpected rate.
Provide higher performing value proposition:
IoT accelerates R&D services of an organization. Sensors, diagnostics, and customer insights from multiple devices enable complete transparency of products and services. Enterprises can upgrade their offering quickly to align with customer needs and purchase decisions. Invaluable insights help in anticipating future customer preferences. Instant customer feedback is available that improves decision-making and product design – both present and in the future.
Improvement in customer service:
Enterprises can provide high-quality customer service using the Internet of Things. Customers can be informed in advance through notifications on the device about outages thus leading to a change in the scope of customer service. Enterprises can position their customer service centers accordingly to provide immediate assistance, thus reducing operational costs and keeping customers happy simultaneously.
Support systems can be developed to monitor and manage interlinked devices; the user behave a dashboard for troubleshooting problems. Therefore, it helps in eliminating human intervention and provides reliable customer service to users.
Major industries implementing IoT:
iBeacons and RFID are the next-gen technologies that will impact customer experience in the future. IoT has been widely accepted across different industry verticals – retail, healthcare, media & entertainment, and manufacturing to name a few.
Conclusion:
Connected devices are generating huge volumes of data which is transforming how companies interact with their customers. Manufacturers can produce high-performing products; marketers can develop stronger customer relationships by understanding customer behavior. In addition, customers get personalized experiences while the entire customer data is kept private and confidential. Adopt the latest IoT trends to upscale your business and stand out as a true winner in the market.