The contact center has been used by organizations to connect with their customers for years. It has evolved so much over the years and is expected to continue changing with the rise of the Internet of Things (IOT).
The IOT refers to a network of everyday physical objects with embedded technology, enabling them to gather and exchange data. Experts believe that this technology is set to change the contact center industry. Read on to find out how this change would happen.
Better Data Acquisition
One of the greatest benefits of IOT is its ability to gather more accurate and massive amounts of data from sensors, actuators, and wearables.
Information about a product’s technical issues or customer behavior will enable a brand to gain more insight into how their products are used, and how they can further develop it to improve customer experience.
Contact centers receive communication from a variety of channels, and soon, the IOT will add to that by enabling devices to detect automatically problems and notify the manufacturer about it.
There will no longer be a need for customers to reach out to an inbound call center. Instead, companies will be able to address concerns, diagnose issues before they occur, and implement solutions in advance.
Connected devices will have the ability to diagnose and report its own faults to the manufacturer before the user is even aware of the issue.
This will contribute to a significant reduction not only in call volumes but also on costs. However, it is also predicted to increase Average Handling Time (AHT) because of the need to discuss more detailed explanations of technical issues.
Contact center agents usually just react to customer queries or complaints, but the IOT will enable them to be better equipped to provide remedies.
Even with the connected device’s abilities to diagnose and report issues, human interaction is still necessary. However, agents will now be expected to level up and specialize in handling issues outside the technology’s capabilities.
Customers prefer to have multiple points of contact to reach brands easily. Having multi-channels, though, is already a challenge for some companies to deal with.
With the advent of the IOT, wherein customers can easily hit the “contact” button in their connected devices such as a car or a refrigerator, businesses will have to learn how to balance it all to continue providing excellent service to their customers.
Better Customer Experience
The IOT is expected to improve the quality of care that brands can provide clients. It will lessen the need for customers to call an agent and wait in long queues just to have their issues reported and resolved.
Likewise, the data gathered from connected devices will enable brands not only to improve products and services but also to equip better their agents in handling queries or complaints—making customer service quicker and more efficient.
In an era where exceptional customer service sets a brand apart from the rest, the IOT is predicted to provide businesses the ability to offer more value to its customers. Those who can capitalize on this and successfully integrate IOT to their customer care can take their brand to a whole new level.