Customer Connect Blog
Rethinking customer support in a connected world

CES® Takeaways: Support Plays Crucial Role in Innovation

What do the 150,000 visitors and 3,500 vendors who attended the International Consumer Electronics Show in Las Vegas have in common?

You guessed it. Support.

On the ICMI blog, our own SVP of Product, Sampath Gomatam, offers his take on how the diverse array of innovative connected devices impacts the support landscape. In addition to wearable technology, the connected home was a big theme at CES this year. Sampath says:

“The connected home was a very visible IoT trend at CES this year. For many early adopters, the connected home is already a reality with connected thermostats, garage door openers, and home security systems.

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There were some entirely new products that caught consumers’ attention.

  • A ceramic pot that uses a database of 8,000 plants to dispense the exact amount of water that your plant needs
  • A smart light bulb that changes colors. Sync this product with your sleep tracker and it can wake you up with a simulated sunrise
  • A ceiling fan/light that syncs with your thermostat and uses predictive learning and a motion sensor to create the right temperature and lighting situations for your needs

Companies with these new and innovative products need to make sure their support teams and individual agents are ready to educate, assist, and get valuable feedback from their new customers. Ensuring those customers have the support they need at the beginning of their interaction with the product is the best way to ensure long-term retention.”

CES Takeaway

As we saw at CES, great innovation is happening in the world of connected technology. Yet as companies continue to innovate, they must consider the role of support in improving the way their technologies will be received in the marketplace.

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CES® Takeaways: Support Plays Crucial Role in Innovation
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CES® Takeaways: Support Plays Crucial Role in Innovation
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“The connected home was a very visible IoT trend at CES this year. For many early adopters, the connected home is already a reality with connected thermostats, garage door openers, and home security systems."
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Support.com
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