How IoT data enables automatic service and prevents product failures

June 24, 2021 | 3 minute read
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Enabling data-driven insights via the Internet of Things (IoT) can have a positive impact on the customer experience (CX) in many ways. It helps you get to know your customers better, often reduces their frustration, can empower them with better self-service tools, and in some cases, allows you to offer assistance before they know they need it.

In this last post of our series, we’ll take things a step further with two more valuable strategies for incorporating IoT-enabled customer service in your business: automating your service responses to offer truly personalized auto-fixes and using IoT data to predict (and even prevent) product failures.

IoT Data

Provide a personalized auto-fix

As devices exchange bidirectional IoT data (i.e., talk to one another) and pass information to service center software systems, consistent patterns begin to emerge. While agents can use such repetitive patterns to develop ways to better support customers from the contact center, the patterns also inform automated processes that can solve issues without any human involvement.

When an automated event is received from an IoT device, the self-solve system analyzes the situation and triggers a response based on predefined rules and scenarios without escalating the issue to a service agent. This device-to-device communication can quickly address common fixes, like resetting a device or pushing a software configuration change, in many cases alleviating the need for a call to the service center or a visit from a field service rep. However, if self-solve can’t resolve the issue, the system can always escalate it to another digital customer service channel or a human who can assist. Either way, the customer gets the attention they need to get their device back on track.

Predict and prevent device failures

Reducing the risk of product or service failure may already be one of your top business priorities, especially if the product or service is of critical value to your customer. For products or services that must always be on, predictive service models can be a highly valuable investment.

IoT connected-devices can collect large amounts of data to analyze for correlations. Augment those correlations with customer buying history and service records, and you can begin to effectively monitor and predict potential failures.

Let’s consider brake pads. Connected devices typically track data like changes in brake pad temperature and thickness. Pair those statistics with your customer data, and you can drive more preventative maintenance actions to help customers avoid frustrating car trouble. For example, if you see that a customer tends to submit a service request when the brake pad thickness reaches a certain level, re-align your business processes to trigger an outreach at just the right time to prompt the right preventative maintenance and keep the customer satisfied.

What to consider when incorporating an IoT channel into your customer service experience

The steps we’ve discussed are designed to help your business progressively bring IoT-enabled products and services to market, evaluating where value can be derived from the investment. The decision to invest and progress through each step is something your business will need to consider. Here are a few questions you may wish to ask yourself:

  • Is there a specific value step I want to invest in?
  • How do I want my product or service to be valued by my customers?
  • What are my customers’ expectations of the product or service I deliver?

Some businesses may be interested in a self-service model, while others are interested in a more engaging, high-touch assisted service model. Incremental investments enable you to learn, experiment, and evaluate the approach that works best for you and your customers. 

Thank you for exploring the benefits of merging IoT with customer service and the power of establishing an IoT channel in your customer service center. I hope this blog series has provided some insight into the world of IoT and how data collected from connected devices can help offer an overall better customer experience.

To learn more about IoT Service Monitoring for Connected Assets, take a quick product tour.

And be sure to check out the other posts in this series:
How to Unlock the Value of IoT-Enabled Customer Service Experiences
2 Ways IoT Data Improves Customer Service
Adopt a Proactive Approach to Customer Service with IoT Data

Jeremy Kembel


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