Traditional customer support methods are not that complex. Companies simply create a low-cost call center and populate it with people who can read a script.
But this model is far from ideal — especially for companies that incorporate the Internet of Things into their products.
In the IoT environment, traditional methods become even more useless due to the massive range of technical questions customers have. This new world calls for a different approach.
As a business leader who employs the IoT, you hold the keys to providing proper support to your clients. These three methods will help you evolve your system:
1. Blend Your Tiers
The tier system has always been an important part of modern customer support. First-tier reps typically handle basic issues like “How do I turn this thing on?” while more complicated IT-type issues like “How do I make your thingamajig work with the flux capacitor on my home-built supercomputer?” are handled by the third tier of support.
But connected devices bring a whole new level of complicated inquiries to the table and call for a more blended approach to your tier system. In order to boost your efficiency and overall helpfulness, your reps need to be ready and able to handle anything from the mundane to the bizarre.
2. Lose the Script
Your support reps can no longer be parrots. They need to be intuitive, flexible experts. The upped complexity of the IoT world means there are no longer one-size-fits-all solutions. There are simply too many moving parts.
Focus on procuring talent with strong technical backgrounds. Make sure they can troubleshoot complex issues on complex devices. A chipper and attractive phone demeanor is no longer the key requisite.
3. Resolve in Real Time
Companies involved in the IoT can no longer provide limited windows of customer support. Customers need to be able to reach you when it’s convenient for them. The stakes are high when you’re dealing with sensitive information like banking info and medical records. Strive to be available via chat, phone, or email 24 hours a day, 365 days a year.
The days of generic customer support need to end. You can no longer get away with outsourcing your customer support to a low-cost service center filled with generic people reading generic scripts.
Respond to this new level of consumer needs by providing well-trained staff members who are able to diagnose any problem at any time.