IoT (The Internet of Things) – how the connected world is helping customers
Connectivity is not just a buzzword. It is the basis for the way we interact in the digital world. Here, the team at CZ Electronics takes a quick look at how the interconnected Internet of Things (IoT) is changing the way we interact with our customers.
Today, almost every company needs a strong customer service ethic if they are going to succeed in markets that are becoming increasingly more competitive. Using IoT can streamline the customer experience on many levels, and make work easier internally at the same time.
Data powers today’s world. And one major benefit of IoT is that all connected devices and technology in the hands of your customers are collecting and sharing data every day. When data is collected on your customers (provided it is done in compliance with POPIA and other relevant legislation), it is a real-time window into knowing what your customers like, what they want and how you can serve them better.
Data provides valuable information on exactly how your customers are using your products and services, and if you listen to it, exactly where your organisation can make improvements to better serve the end user, delivering smarter service and even predicting customer needs and behaviour before it happens.
One of the primary benefits of IoT is automation. New digital CRM (Customer Relationship Management) systems are being developed at a rapid pace to help manage customer experiences on connected devices within the IoT system and provide organisations with a pre-defined dashboard that helps troubleshoot any issues. This frees up staff members to deal with more complicated enquiries that artificial intelligence doesn’t have the capacity to manage, ultimately streamlining the human experience, both internally and externally.
Living up to customer expectations
The Internet of Things has changed the game in the world of customer service. One of the biggest changes is that, with an improved digital landscape, where everything seems interconnected, customers have greater expectations than ever before.
Automation and integration in IoT makes it easier for organisations to meet – and even exceed these expectations by streamlining the customer journey, using valid data to help. All in all, when IoT is used appropriately, a better customer experience awaits.
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Manufacturing South Africa
Electronics South Africa
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