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“The IoT is here to stay, and as consumer
technologies continue to develop, it is
going to become a more relevant and
influential concept. However this is not
something that the customer service
industry needs to fear, in fact it is
something that should be welcomed with
open arms”
A different breed
Today’s consumer is a different breed and now demands a lot
more when it comes to how they interact with the companies that
they buy from. New technologies and the busy lifestyles people
now lead mean that they expect a satisfactory service that quickly
and effectively resolves their query – whenever and wherever they
are. All of this boils down to the changing role of the customer
service department within the business. There are four areas of
customer expectation that are placing pressure on the contact
centre; they now expect you to:
• Know them: Receive a personalised customer experience
where your contact centre knows who they are, their details,
and what their previous issues have been in the past
• Show them you know them: Receive targeted, timely
notifications to show that you are aware of their history with
your business and can demonstrate that you’re aware of their
previous interactions and how they went
• Enable them: Be able to interact with your business over a
variety of platforms, whenever and wherever they is
• Value them: Make sure that they are receiving the best
service possible
These demands that are now facing the industry must be met by
contact centres, because if your business cannot provide
customers with what they need, they will simply move on to
another provider who can.
The rise of the IoT has only driven a greater need for omnichannel
customer strategies, a