The world is more connected today than ever before. With the rise in mobile devices and connected consumer electronics, broadband households in the US now own an average of seven connected devices (“The Internet of Things” Parks Associates).
Many households are connected with a laptop or desktop computer and of course mobile devices, but in plenty of homes televisions, thermostats, light controls, and even locks and doorbells are also connected to the Internet.
This rise of the Internet of Things (IoT) has major implications for the tech support industry.
Simple Devices, Complex Interactions
While many individual devices and apps are simple to use, when these devices and apps interact with one another, operations aren’t always as seamless. As more devices communicate with each other and with your apps and cloud services, customers are exponentially more likely to need support throughout the product lifecycle.
Customers now have to deal with more complex issues involved in setup, troubleshooting, data management, and device expansion. When customers encounter a problem with a connected device, they may not even know who to call for the solution. For example, is the movie not streaming because of a problem with the Netflix account, the Apple TV unit, the Sony television, or the Internet service provider?
Complex issues coupled with customer demand for simplicity
All of this connectivity makes contact center support incredibly difficult. Incidents involving third party products now take 45% longer to resolve, and sometimes customers are calling about an issue that is entirely out of the contact center’s control.
In the midst of all of this complexity, customers want fast, simple solutions and support centers need to meet this demand every day.
How can a support team and your individual agents be effective in the face of these challenges? Answering two important questions is key to maintaining a successful support center.
- What support solutions should be accessible to customers through self-service channels?
- Do you have the right support technology that can help your agents provide consistent, fast, adaptive solutions for complex issues?
Optimal Support Solutions
An effective support strategy delivers simple self-service solutions to savvy customers so they can resolve problems on their own. Beyond that, complex issues require solutions that guide the agent, automate steps, and use analytics to continually optimize resolution paths. These Support Interaction Optimization (SIO) solutions are critical in the new world of device complexity, connectedness and high customer expectations,
The right SIO tools can help contact centers:
- Get the right information to the right agents at the right time to solve the problem
- Make support actionable and automated wherever possible
- Use analytics to provide insights and adapt quickly to changing support needs
Today’s connected world places huge demands on tech support teams. Making use of SIO tools is key to solving problems faster and more profitably, while ensuring high levels of customer satisfaction.
For more information on how to make SIO work in an IoT world, download the white paper, The Internet of Things: Implications for Support Services & Solutions. And join us at the CONNECTIONS™ Summit at CES on January 6, 2015. At the conference, I will be speaking on the panel, Consumer Support in the Internet of Things.