2 ways IoT data improves customer service

May 17, 2021 | 3 minute read
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The Internet of Things (IoT) isn’t a one-dimensional concept. It presents itself in many different ways and provides a variety of benefits—from the minute the customer makes a purchase all the way through the various levels of service they can select.

Not only can insights gleaned from connected devices help you better understand your customers right from the start, but they can also help you reduce their frustration and improve the overall customer experience. So how do you get started, and how can IoT data help?

Let’s dive into the IoT-enabled approach to customer service, specifically the first two stages and the benefits they provide.

IoT Data and Customer Service

Self-service registration helps you better understand your customers

Product registration is often a barrier to entry for IoT-enabled devices. To gain full value from a newly purchased wearable, vending machine, doorbell camera, or mattress, customers must be willing to share several pieces of information throughout the product registration process. To encourage registration, help them recognize early on the benefits registration provides and the additional value they’ll get from their connected device as a result.

For example, when someone buys a smart thermostat for their home, it’s possible to set the temperature just like any other thermostat and even program it with various on/off cycles. The smart device’s value only appears once data is shared and analyzed by the device (and the HVAC system) to create a personalized, efficient heating and cooling system recommendation. To gain access to that insight, however, the user must register their product.

Self-service registration not only opens the door to a great customer experience, but also creates an effective way for brands to learn more about their customers—both individually and as a whole. As more customers register, brands gain greater visibility and derive keener insights into the products their customers are using and how they use them.

Better visibility leads to less customer frustration

As you implement IoT in your organization, you can decide when and how to use the information you collected to support an inbound customer service interaction. For example, you could use it to determine which customer service agent or team should handle the chat, call, email, or text. And once the agent is engaged, consider having the system send them insights from the IoT device directly through the agent console.   

For agents, IoT data provides visibility into the performance and current state of the device, such as its real-time status, serial number, installation date, and even its predictive operational state. Just a few years ago, some of this basic information wasn’t readily available unless the customer took the time to fill in and submit their registration card. But IoT data now equips service agents with detailed, relevant data—in real time—so they can solve customer issues more quickly and effectively.

What’s next?

While IoT data is a great resource to support your reactive customer service efforts, in the next blog post, we’ll begin to explore how it can also enrich your self-service options, as well as how to introduce the data you collect from connected devices as an additional channel in your contact center.

Want to see Service Monitoring for Connected Assets and IoT in action? Take a quick product tour!

Other posts in this series:

Jeremy Kembel


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