Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

IoT creates a completely new environment for connected customers

Blog
27th March 2018

In the modern online environment, almost any electronic device can be connected. The Smart Home predicted a few years ago has become a reality far sooner than many people imagined because the Internet of Things (IoT) makes it easy to control any device that can connect to your home wifi network.

As an example, I recently read about a device called the Furbo. It’s a device that you can load up with treats for your dog. It has a sensitive camera that can be viewed live using your smartphone and the owner can click a button to call their dog remotely and give them a treat. It sounds like a gimmick, but what’s really interesting is that the device also scans your home for facial patterns and barks from your dog. So if you are away from home and your dog is alone, the device will send an alert to your phone if the dog has been disturbed or if it detects a person in the house when you don’t expect someone to be there.

A few years ago this all sounded like science-fiction, yet it’s now a product that retails for less that a couple of hundred pounds. The wifi network and smartphone app store provides the infrastructure for a product like this to be a reality and to be installed by anyone without any technical knowledge of computer networks.

In general, this environment of connected devices is called the Internet of Things (IoT) and it’s now creating an environment where almost every electronic device in your home can be networked and controlled remotely – or using a voice-controlled system like Google Home or Amazon Echo.

But here is what I think is really interesting and is rarely mentioned when most commentators are discussing the opportunities for the IoT. It is creating an entirely new type of customer service requirement. Almost every device in your home is not only connected in a way that allows you to control it, they can also communicate with the manufacturer, run diagnostics, self-upgrade, and self-repair when problems arise. The Tesla electric car company has already demonstrated this – Tesla users have become used to their cars upgrading themselves when sitting unused in the garage at night.

This creates a new dynamic for brands that build devices and want to offer a great customer experience. They not only need to plan a regular customer service strategy involving contact from the customer, but they need to also plan for the product itself to be reach out to the manufacturer and asking questions or checking on certain data.

This requires a layer above the usual customer service system that allows products to interact with automated bots, that can escalate automated queries to human agents when unusual conditions are detected or a problem is impossible to rectify automatically.

The IoT creates a need for a new type of customer service where the customer or the product can be in contact with a product manufacturer or retailer. This is missed from most of the debate about connected customers, but I believe it creates a new paradigm for customer service strategy. We don’t just need to plan for self-help and multichannel service – we also need to plan for automated systems that can answer questions from the product, not the customer. Let me know what you think by leaving a comment here or get in touch via my LinkedIn.


Leave a Reply

Your email address will not be published.Required fields are marked *


Helen Murray
Article by: Helen Murray

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
Rewarding exemplary employment initiatives

Author: Anton Manley, Chief Client Officer, Webhelp The UK Employee Experience Awards, now in their 5th consecutive year, have been designed to recognise and reward exemplary employment initiatives and quality employee experience (EX). Here Chief Client Officer for Webhelp UK, Anton Manley, reflects on his time as Chair of the judging panel… Regular readers of our blogs will realise that...

News
Pedalling hard for CF Warriors

Webhelp's Director of IT services, Stephen Dickson, joined record breaking Cystic Fibrosis warrior, Josh Llewellyn-Jones, this week, as he attempted his latest endurance feat by cycling from Edinburgh to Cardiff in just five days. Stephen cycled with Josh and his team for the final three days of...

News
Ten Heart-Warming Calls Show Why Consumers Prefer Human Customer Service

Leading customer experience provider Webhelp asked 8,000 contact centre employees to share their most distinctive customer interactions   4 April 2019 The woman whose cats eat better than she does. The holiday shopper who provided life advice and inspiration. And the mum-to-be who was...

Whitepaper
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

How do we really want to interact with brands? What do we really think about AI and Automation? How important is it to strike the right balance between human talent and AI and Automation for CX? Read our new paper to find out more.   The Webhelp Disruptor Series. Be part of...

Case Studies
Webhelp People Analytics

...

Load more
×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook