According to a study by Gartner, within four years, 5% of customer service requests will be made through connected objects. These are indeed a real new channel of communication. Companies must now take into account the potential that connected objects offer them in terms of personalizing customer service.
Connected objects to build consumer loyalty?
Ultra-personalized offers are the key to successful customer loyalty. Indeed, in order to retain its consumers and increase their lifespan, it is a question of proposing offers totally in tune with the needs of individuals (which, by the way, are becoming more and more demanding).
In order to personalize their different offers, companies have the opportunity to collect a certain amount of data on their customers. This data can now be obtained using connected objects (such as a customer's smartphone connected to a retailer's wifi network). On the other hand, all the connected buttons offered by Amazon or Darty, for example, offer subscriptions, quick troubleshooting, remote assistance, etc. and make it easy to retain consumers (in addition to knowing very precisely their habits of consumption)!
Using these connected elements, companies can better understand uses and thus constantly adapt their functionalities to individuals' preferences.
Connected objects to improve the productivity of your teams?
Many companies now believe that the Internet of Things helps to develop the productivity of their teams. Why ? Simply because it promotes consumer knowledge on all communication and distribution channels. The data collected helps to create a better shopping experience. Customers are satisfied. And whoever says satisfied customer also says satisfied employees and customer service team! Indeed, within a company, it is certain that more positive feedback leads to more serenity in the work.
The IoT improves the productivity of employees because it brings them a whole lot of new information. If the latter have the tools to analyze and obtain value from the data collected, then they will gain a 360° view of the customer, which greatly facilitates the management of requests in an individual and personalized way.
Connected objects to reinvent the customer experience?
According to Gartner, 20 billion connected objects will be used by 2020. These will become a privileged point of contact between consumers and businesses. Connected objects will provide real services to customers and an even finer personalization of the offers made to them.
Thanks to information from connected objects and thanks to their combination with other sources of information (CRM, etc.), companies will be able to develop ever more precise offers. However, the challenge lies in having in-house tools capable of integrating all of this data.
In the end, the objects do not reinvent the powder. They clearly refine the approach to personalizing the offer, they facilitate customer knowledge and thus the work of internal teams in order to optimize consumer satisfaction. Connected objects represent one more tool to be integrated into this 306° vision that companies must now have with regard to their customers.
