Internet of Things Revolutionizing Customer Experience
Do you think we humans are becoming handicapped day in day out? With the urge to increasing demand for technology, everything from e-commerce websites to social media sites, instant messaging apps, all have become the part and parcel of our lives. So, are you ready to discover the next wave of customer engagement transformation? Let’s delve into the details!
Augmented, Reality, Virtual Reality, Internet of Things (IoT) these buzzing terms have changed everything! The on-going demand for new communication channels across their self-service and assisted-service engagement offerings has grown powerful like never before. To excel today, one needs to understand what it really means for the businesses and their consumers. Now if you’re a business owner, denying the importance of offering customers a high-quality service is foolishness. After all, they are the ones purchasing your products and services; it’s your duty to convince them and make them happy, or else your reputation can easily be damaged in today’s interconnected age.
Now one of the significant reasons of lagging behind the race is not putting your best foot forward. So, what needs to be done to levitate customer satisfaction?
Have you heard about IoT, Internet of things? Let’s define IoT; it is basically smart-enabled connected products and services that incorporate everything that comes in its way from people, processes and sensor-enabled machines, all connected to the cloud (a.k.a. the internet). For instance, one of the common IoT application is home automation which allows you to control IoT-enabled home light switches and more from an app on your phone.
It may interest you to know that several operational departments of industries such as Manufacturing, Logistics/Transportation, Healthcare, and Utilities, under the label of Machine to Machine (M2M) have unveiled the potential of the technology. As a result, we find ourselves surrounded by a wide range of internet-enabled devices in our cars, homes, sports equipment attached to our bodies and even ingestible. Apart from these:
- For fitness purposes- Wearables, like fitness-tracking bands and smartwatches
- Driverless cars and the explosion of IoT-enabled products
In the upcoming years, it is expected that several customer problems will be solved through insights gleaned from the device or service with even minimal input by the consumer. The following post emphasizes how by incorporating IoT, you won’t be able just to improve sales but also enhance the customer experience.
#1. Provide real-time, accurate information
Being a B2B company, you can be benefited to a great extent by simply providing accurate, real-time information. Businesses often face a lot of hassle when it comes to tracking down a wide range of products during deliveries. As a result, customers have to continually wait for the product with long delivery times and delays.
Here a wide range of sensors can be placed within the equipment or the ones carried by vehicles. So that you can receive all the real-time updates and forward it to your end users. The entire transportation procedure won’t just turn out to be accurate but also hassle-free for you as well as your end customers. I mean they don’t have to keep calling you up for an update.
One of the interesting examples of using IoT to enhance customer experience is Dynisco; the company seems to have reduced the cost of maintaining an excess inventory with the help of IoT management system. The firm soon witnessed a 40% reduction of active inventory across all facilities. In addition to this, monitoring usage of your customers and sending reminders to them to place new orders when necessary becomes way better. Trust me; customers can be saved from a lot of trouble. Here’s the image below illustration How Dynisco Implementing Kanban Inventory System using IOT.
Image Source: Smartsheet.com
Image Source: SmartSheet
#2 Optimizing the usage
The IoT allows businesses to collect loads and load of data to assist in optimizing different products. As a result, the overall value of a product can be improved if you make the most of the data offered. From detecting the overall performance of your product to finding all the potential issues and building better ones, IoT, if used in the right manner, can create wonders. For instance, it may quite interest you to know that Rolls-Royce uses the IoT in their engines for commercial aircraft. Yes, the company collect the data from their engines and uses it to improvise maintenance operations. They find out about the performance of their engines and then pass on the relevant information to their customers.
Image Source: Silicon.co.uk
#3 Communication becomes personalized
Internet of Things can be used to a great extent to enrich communication skills. With the help of all the relevant sensors incorporated in your product, adequate data can be reverted back especially in terms of their usage patterns. And what you can do is instruct your sales and marketing teams to come up with something relevant, personalized messages and it has to be right based on the data. For instance, if a customer isn’t utilizing all of the features of your product, you could highlight other features.
Based on such data, finding out interests of your end consumers becomes easy. You can even think of suggesting other products and services to them which are similar or complementary. This is the only way you can make your customers feel that your brand is taking care of their needs.
#4 Launching new products
Managing massive amounts of numbers, and related data is not easy but important especially when you have full liberty to make the most of it while developing a new product. If simply put, figuring out what aspects of the product can be improved upon becomes easy and voila! You will come across several companies like Cummins that make engines featuring sensors which often end up feeding data regarding performance. The data is further used to improve their engine designs and detect any flaws in the existing designs.
So that they can further optimize the performance and reliability of their products and assist them well to come up with unique products and better ones. At the same time, this ensures that the customers always have the best possible updated configurations of the product.
#5 Merging with e-commerce
Providing real-time, accurate information has become feasible in the B2B industry these days; the same can be implemented in the e-commerce industry too! Yes, keeping customers informed at regular intervals regarding product location/ track once they have ordered them. This gives them a proper idea of when they’ll be receiving the products at their homes. So they’ll be able to prepare for the arrival of their package by being at home or arranging for someone to receive it.
It may also interest you to know that you can even think of providing personalized offers and show them customized content. Just keep a close eye on their habits and how they behave; you can understand their requirements better. After doing all this, don’t forget that you are about to receive a better ROI. Sephora implementing this in a brilliant way by sending personalized emails once the product is about to run out by offering a discount on the same product.
As connected technology evolves, there’s no doubt that more possibilities will come to light. It’s a make or break situation! So, are you up for it?
Author Bio: Vikash Kumar works as a manager in the software outsourcing company Tatvasoft.com. Sometimes he does have free time while managing campaigns, during which he likes to write and explore new technology trends and topics. Vikash also has published his bylines on major platforms and has been blogging since 2014. You can follow him on Twitter and LinkedIn.
More on this topic: Smart Technologies: AI and IOT