How the internet of things is changing customer service
2,301 views · Published 11 December 2014 · 3:03 · Indexed 9 October 2026
Channel: Steven Van Belleghem · 2014 · People & Blogs
The internet of things will change customer service dramatically. The moment when every device is connected, consumers will expect a faster than real time customer service. In the business world, most of the customer service is reactive: people face a problem and they contact a company (by phone or mail) to get the problem solved. Over the last five years, there have been more and more examples of real time customer service. If people face a problem, they expect an instant solution via an app, a self service site or social media. In the future world, people will expect faster than real time customer service: solve a customer’s problem before the customer detects the problem. This could lead to customer contact centers with only outbound communication: solutions towards clients. Some people feel that the concept of ‘faster than real time customer service’ is unrealistic. However, just imagine the possibilities if every device has a sensor in it which is connected to the web. At that moment, companies can monitor the performance of their devices and solve problems before they occur.
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