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The Impact of the Internet of Things on Customer Service

Organizations have shifted their priorities in the last couple of years and today, one of their strong focus areas is customer service and satisfaction in order to survive in cutting edge markets. Internet of Things (IoT) is a recent addition to the scenario and it is already impacting customer service for organizations. Moreover, research suggests that in the coming years, it would have a tremendous impact on customer service. Increased connectivity is leading to increased expectations from the consumers which are increasing the pressure and demand placed on these organizations to meet those expectations to retain those customers.

IoT solutions will impact the customer experience not in the B2C market but also in the B2B market with its rise in connected devices along with other technologically advanced solutions like 5G technology, AI, blockchain, etc. Organizations are now trying to address the pain points with minimum human intervention. This will result in faster problem solving, reduced costs, and eventually lead to preemptive service which would help in anticipating customer issues. IoT is being used to connect smart devices, products to provide a seamless experience, increase loyalty, retain customers and attract new customers.

The impact of IoT solutions on customer service:

The Internet of Things is helping organizations in serving their customers in a better way which is directly increasing their expectations when it comes to customer service. IoT solutions would help organizations provide better customer service through greater automation, enhanced connectivity, and a huge amount of databases. It might make the processes a bit more complicated, but with that complication, it will also provide enhanced solutions and analysis to help the businesses. All in all, organizations should partner with IoT development service providers to have access to greater and improved versions of tools to exceed their customer expectations.



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Nora Winkens

Daffodil Software is a partner in software technology for more than 100 organizations around the world.