Customer service is a practice that has rooted itself in every business’ operations in the modern world. Whether you’re an airline company that is managing thousands of customers every day, or an FMCG company that is delivering millions of products, having a proactive system that understands the success of each product or service can be of tremendous help to the business. Not only can they gauge customer expectations much better, but also continuously keep improving their catalogue.
While modern systems are good enough to handle a large number of daily complaints and feedback, businesses need to start realizing that perfect customer service follows from the minimization of these customer enquirers.
And that can only be achieved by getting it right the first time – essentially, it means solving problems before they can manifest themselves.
Enter, the Internet of Things (shortened to IoT), an interconnected digital network that aims to tether different devices and appliances within a singular network.
IoT is increasingly being touted as a major tool in the future of customer service systems. And for good reason.
One of the defining features of the Internet of Things is its ability to introduce automation into support activities, and reduce the amount of manual intervention required in making sense of customer data. And customer service can benefit greatly from this form of automation.
An automated customer service can form the first line of contact between the customer and the business. With IoT, the data collected from a product or service failure can be automatically registered and processed to deliver a reasonable solution, without requiring any input from the customer.