Connected Devices Bring Opportunities for Brand Differentiation
September 27, 2016 | Business WireEstimated reading time: 3 minutes
While connected devices have made their way into the households of millions of consumers, new insights from research firm IDC found that less than one-third (31 percent) of consumers surveyed feel they take full advantage of all the capabilities of their digital assets, with 16 percent of users not knowing how to fully set up their devices, and nearly a quarter (24 percent) feeling that their digital assets had capabilities that would be useful, but were unsure of what they were.
These findings reveal an opportunity for brands to provide more holistic, proactive and technical customer support, according to “Preparing Your Support Team for the IoT-connected Consumer,” a new IDC InfoBrief commissioned by TELUS International, a global provider of customer service and contact center outsourcing solutions.
In the InfoBrief, IDC predicts that in less than three years, there will be more than 2.1 billion fixed consumer entertainment devices, which include connected TVs, digital media adapters, video game consoles and other web-enabled connected devices. Almost 50 percent of surveyed consumers noted a high interest in using home automation and IoT-enabled applications for home safety and security.
Across product categories, the contact center will play a critical role in delivering a great customer experience; the complexity of IoT interactions will require more support from customer service agents, not less. “Some companies assume that digitally savvy consumers can easily navigate IoT-connected devices and, with the related rise in self-help, will need less support from contact center agents,” said Mary Wardley, Vice-President, Customer Service and Contact Center Solutions at IDC, who authored the paper. “Our research finds that the need for support agents is not decreasing, and is in fact expected to increase between 10-50 percent to meet consumer needs according to respondents when asked what their anticipated agent growth would be over the next 2-3 years.”
The interconnectivity offered by IoT devices means consumers will need to understand not just their own device, but also how it interacts and coexists within an ecosystem of other connected devices. Ensuring a consistent experience across multiple channels of operation (50 percent), and hiring motivated, capable and friendly personnel (49 percent) are two key factors in delivering a superior customer experience, according to the research. “As IoT devices gain greater popularity and penetration, informed, holistic and technically advanced customer service support will become a key brand differentiator,” said Michael Ringman, CIO of TELUS International.
To deliver that superior customer experience across channels, senior leaders will need to ensure customer service agents are equipped to handle complex diagnostics issues, have an awareness of the increased security and privacy concerns that arise with connected devices, and feel empowered to take the time necessary to manage client issues, even if it increases average call times, according to the InfoBrief. “Companies have a great opportunity to showcase their innovation, knowledge, product value and service excellence by finding a contact center partner that has skilled agents who can help consumers unlock the full potential of their devices,” said Ringman.
About TELUS International
TELUS International is a global provider of customer service, IT, and business processing outsourcing services with more than 25,000 team members around the world, including in the United States, Canada, Europe, Central America and Asia. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS (TSX:T)(NYSE:TU), TELUS International is backed by a leading national telecommunications company in Canada, with US$10 billion of annual revenue and 12.5 million customer connections.
Suggested Items
I-Connect007 Editor’s Choice: Five Must-Reads for the Week
04/26/2024 | Andy Shaughnessy, Design007 MagazineIn this week’s roundup, we have a variety of articles covering everything from design through assembly, and even box build. I’ve always wondered whether box build was all it was cracked up to be. Do customers really pick one EMS provider over another because one company offers box build? And if you’ve ever wanted to volunteer, IPC’s Thought Leaders Program is looking for a few good technologists to help them on their mission. Check out Stanton Rak’s article, which was published in the spring issue of IPC Community.
NCAB Group Posts Interim Report Q1 2024
04/26/2024 | NCAB GroupNet sales decreased by 17% to SEK 950.6 million (1,146.4). Compared with the year-earlier period, sales were affected bylower prices and continued inventory adjustments by customers. In USD, net sales decreased 17%. For comparable units, net sales decreased 24% in both SEK and USD.
KYZEN Announces Exclusive Partnership with Manufacturers’ Representative Restronics Florida
04/25/2024 | KYZEN'KYZEN, the global leader in innovative environmentally responsible cleaning chemistries, proudly announces its strategic partnership with Manufacturers’ Representative Restronics Florida. Just like KYZEN’s commitment to continuously improving precision cleaning, Restronics Florida serves as a consultative OEM sales representative organization dedicated to educating customers to enhance their processes and productivity.
Determining the Value-add of Box Build
04/24/2024 | Nolan Johnson, I-Connect007At a strategic level, adding box-building services makes sense for customer loyalty. But is it really that simple? Jon Schmitz, who manages customer engagement at RiverSide Integrated Solutions, talk about about what it really takes to be successful in offering EMS and final assembly services under the same company banner.
Fujitsu, METRON Collaborate to Drive ESG Success
04/24/2024 | JCN NewswireFujitsu Limited and METRON SAS, a French cleantech company specializing in energy management solutions for industrial decarbonization, today announced a strategic initiative to contribute to the realization of carbon neutrality in the manufacturing industry.