Becoming A Customer Support Hero In an IoT World

I admit that I’m a superhero nerd. Who doesn’t want to be Batman? Superman? Wonder Woman? Come on, who are you kidding? How about becoming a customer support hero?

What can you do to give customers a great experience? That’s very important in this ever-changing world of IoT technology. How do you become a customer support hero? Here are some ways to look at and adapt with your customer support representatives.  

A report by Accenture Global Consumer Pulse Research found that when customer service issues arise, 73 percent of customers prefer human interaction over a digital channel.

Providing Superior Customer Experience 

Superior customer service requires companies to make sure they handle issues immediately and efficiently. For example, suppose a customer is having trouble scheduling an appointment to have their smart oven fixed. In that case, your customer service team should be calling the customer directly and rescheduling the appointment promptly. The customer will appreciate you taking the time to make sure their needs were met. Hopefully, the customer will go online to speak about their experience, ultimately boosting ratings and increasing sales.

Support Among Many Channels

The customer has many options for support such as chat, social media, phone, email, etc. It helps to monitor these different channels continually. I mentioned that 73 percent of customers want human interaction. The 27 percent who don’t care about human interaction wish to use other channels. Some customers feel comfortable with having a chat experience. Yes, it’s human interaction, sort of for your customer support team. It's imperative to have the correct answers and adequately trained support staff to talk the language on the different channels. 

Connecting Data

With all the complexity of brands intersecting in the IoT landscape, it’s a challenge to monitor 24/7 to give the customer the best support possible. Companies must deliver uninterrupted service to customers across the connected environment. To do this, you must understand the points of the customer support journey to see how to best support the customer experience. That could include partnering with another support company, surveying current customers to understand their experiences when they need support, and speaking to your customer support team and what they struggle with daily. These are a few ways to connect with your data dots. You have to be willing to invest in continuing to upgrade your customer support.

Supporting your customer in the growing world of IoT won’t be easy. You need to challenge your support team, upgrade your investment in support, grow partnerships, and constantly learn from your customers to improve your support experience. At least you don’t have to save the world from a nasty supervillain. You can save your customer from having a bad experience. That’s not bad either.