How IoT boosts customer satisfaction

5th Apr 2017

Customers are the life-blood of any organization and the ability to engage them on multiple levels is important. In our always-on, ever-connected world our smartphones, tablets and other smart devices put customer satisfaction in the palm of our hand.

Designed to make life more convenient and comfortable, the Internet of Things (IoT) is an ever increasing list of connected devices used to communicate with each other. They help consumers make informed decisions and provide seamless issue resolution.

These devices have revolutionized customer experience and provide invaluable insight to businesses. Under the umbrella of the Internet of Things (IoT), businesses can boost customer satisfaction with data from consumer’s connected devices.  Once the culmination of the customer relationship at the point-of-sale of yesterday; today, it is the beginning.

How the IoT is Transforming Customer Experience

In building your customer relationship from the point of sale, the data collected creates a loop of understanding. By connecting through various touchpoints such as phone or email, companies can refine and target their marketing specifically to the individual consumer.

Targeted, custom advertising like the pop-ups on other pages and sites from a website you’ve recently visited is just one example. In this way, consumers are shown advertisements regarding products they’ve already shown an interest in. This reduces marketing expenses and leads to a better reflection of return on investment.

Tracking Consumer Habits

Taking the guesswork out of consumer buyer habits, IoT raises the bar. Data acquired allows businesses to track usage and understand usage in real-time as well as predicting a customer’s needs or interests for future purchases.

Order Online or Pick-Up in Store

The ability to shop whenever and wherever is supremely convenient and allows consumers time to make informed buying decisions. Ordering online and then picking up an item in the store saves consumers valuable time as well. However, businesses can also use IoT connectivity to track customer movements using in-store Bluetooth beacons around the store. Collecting this type of data allows stores to maximize their flow, understand buying trends, and determine better in-store product placement.

Seamless Issue Resolution

IoT helps companies facilitate customer interactions more easily with data flowing through call centre networks, arming representatives with valuable information. Two-way communication, real-time visibility, and wireless connectivity make it easier to solve issues more efficiently or proactively prevent issues before they arise. While many companies are already using 24/7 online support through telephone and live chat, the Internet of Things (IoT) allows both call representatives and customers to find solutions more efficiently.

Customer Communication

Today, customers have more options than ever before when it comes to buying products and services. Customer experience can be complex to implement. But, one of the simplest ways to build customer relationships within the IoT connected universe is through email.

Email helps to create a subtle flow of customer communication. From the initial “thank you” email after purchase, you can begin an email campaign known as drip marketing. This type of campaign includes pre-written, automated emails which are sent at various times based on customer behavior. The first may be a “thank you” email. The next may be new information about the product or even something as simple as a payment reminder. Each email personalized to the buyer.

By subtly engaging customers, the aim is to have them answer a call to action; whether it’s to buy something or like a social media page. This level of engagement through social media, email, and phone provides useful information and garners enthusiasm for your product or service.

Ways to Increase Customer Satisfaction

By embracing today’s technology, you not only unify and centralize your message, but place real-time data in the hands of companies and customers alike. Equipping your team with tablets and smartphones takes your service to the next level, sometimes drastically boosting customer satisfaction.

There are so many ways to engage your customer and learn not only their preferences, but their grievances and pleasant experiences. This helps companies determine problem areas, ways to improve their product or service and offer real-time and proactive support to customers.

Final Thoughts

One of the best ways to learn what your customers are saying is to keep up-to-date on current customer reviews. You’ll learn what your business is doing right as well as areas you can improve. Customer satisfaction can make or break a business. However, a high level of satisfaction can reduce negative impact, retain customers, and create positive word-of-mouth advertising.

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