IoT Technology Impacts The Total Customer Experience

by John Radtke

IoT Technology Impacts The Total Customer Experience

IoT technology makes it possible for contact centers to improve their customer service experience. By using the data provided by customers, businesses can now improve the product by diagnosing to improve the product more efficiently than ever before.

Data is only part of the solution in impacting the total customer experience. Most businesses forget even though we live in a technological age, we still depend on the customer to give us insight into the product. To give your customers a total customer experience businesses need to focus on these improvements.

Social Media presence is key to any business in today’s world: The customer demands content about your product. Whether you're a startup or established corporation it’s important to remember that your customers need to understand Who you are? What do you do? How are you different from any other businesses? The customer today cares more about your company than ever before, not having information on your business to show how they can connect leads to distrust. Lost business. Show your customers how they can get the answers they need to make a decision, get help, or learn more about your business.

Being Proactive with reviews: Reviews are costing your business. There’s no way to sugarcoat it. The more you ignore it the worse it gets. Before you know it the bad reviews have spread like wildfire. The best way to acknowledge the bad reviews is to address them with honest feedback not corporate speak. This is free data for your business. Stop throwing away data. There’s a great deal of knowledge in these reviews to improve your total customer experience.

Upgrade your customer experience: Having the data, social media presence and being proactive with reviews are only part of the answer to total customer experience. You must have the proper training with your customer support team. I have talked about this in other blogs, that training is key. It starts and ends with your support team. Investing in tools, training, and understanding your team's experiences will only make the customer's first interaction to their last a superior experience.

Technology will continue to impact the total customer experience and your company will thrive if it adapts using social media, reviews, and upgrades the customer experience. This is a fraction of what your company can and must do to be relevant in this ever changing technological world. Take the time to make a total customer experience a superior experience and your business will be a leader instead of a follower.



John is the sales/marketing manager at Cygnus and has over twenty years of customer service experience. John is passionate about helping businesses give a superior customer experience.

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