We have come a long way from a simple barter system to a customer-oriented business process. Companies today need to be strongly focused on customer service if they need to reach competitive markets. There’s nothing new about this, but the addition of the Internet of Things (IoT) has had an enormous impact on customer service in recent years. Increased connectivity results in higher customer expectations, thereby enhancing demand for companies to fulfill these expectations.
Before we understand how IoT is creating transformation to customer service, let’s quickly understand what IoT exactly means. The key concepts that function the muse to explore the opportunities and challenges of IoT include:
• IoT Definitions: The idea of creating connectivity through things, specifically electronic things, which might not even require Wi-Fi to the cloud of the internet is what generated the thought of the Internet of Things.
• Enabling Technologies: The concept of mixing computers, sensors, and networks to observe and control devices has existed for many years. The merge has however brought several technology market trends and the Internet of Things closer to widespread reality. These include Ubiquitous Connectivity, Widespread Adoption of IP-based Networking, Computerized Economics, Miniaturization, Advancements in Data Analytics, and therefore the Rise of Cloud Computing.
• Connectivity Models: IoT implementations use different technical communications models, each with its own characteristics. Four common communications models described by the web Architecture Board include Device-to-Device, Device-to-Cloud, Device-to-Gateway, and Back-End Data-Sharing. These models highlight the flexibleness within the ways in which IoT devices can connect and supply value to the user.
• Transformational Potential: Since the shaping of this technology might take ages, the very thought of introducing it to today’s market world can create a huge impact. The potential realization of this outcome – a “hyperconnected world” — is a testament to the general-purpose nature of the web architecture itself, which doesn’t place inherent limitations on the applications or services that may make use of the technology.
The fast-paced technology gives us opportunities to form a change to customers by making smart moves within the customer service sector. Customer service comes together with the merchandise or services we offer and it creates a useful link with the customer, post-purchase. But how can we do so? Customer information provides essential data that helps the corporate in modifying and creating changes to its working; also in making huge business decisions. Automation is one of the main advantages of IoT. It requires minimum human support and provides accurate data with minimum error.
As trends keep changing customers will demand more customized services that can cater to their needs through simplified processes and IoT can help us link that gap forming better connectivity and providing better customer services.
