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Gartner defines Internet of Things (IoT) as a network of physical objects containing embedded technology for interacting and communicating with the internal as well as external environment.
Industry experts expect an unprecedented rise in the usage of connected devices by 2020; hence enterprises cannot ignore the huge scope offered by IoT. It is difficult to determine when, how, and upto what extent can the data generated from these connected devices help in improving customer experiences. You will have a clear idea once you finish reading this article.
Multi-Device Intelligence Can Improve Customer Engagement
Knowledge about how your customers are 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 a 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 future.
Improvement in Customer Service: Enterprises can provide high-quality customer service using Internet of Things. Customers can be informed in advance through notifications on 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 be have a dashboard for troubleshooting problems. Therefore, it helps in eliminating the 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 future. IoT has been widely accepted across different industry verticals – retail, healthcare, media & entertainment, and manufacturing to name a few.
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.