FACT: Connected (IoT) devices will reach the milestone of 50 billion by 2020!
This is a straight blow to all the experts who have been underplaying the rise of Internet of Things. Finally it can be said with much bullishness that Internet of Things is a real phenomenon and the companies who embrace this ASAP will be on the benefiting side.
But embracing the IoT is easier said than done. Because as the upcoming years will see the emergence of a new Internet of Things; there’ll be a straight upshot of this too – vast and growing network of connected people.
And for companies to truly leverage this phase – will have to connect to their customers in a brand new way.
So here we are providing you a compilation of three best customer service practices for 2015. Read, understand and start implementing to make this year – the best ever for your business.
1. Develop Brand Value Proposition
Today advertising hints at value proposition. That’s the newer and broader definition that every business needs to come in terms with. As we progress towards a hyper-connected world, competition for customer acquisition will be greater. And the best tactic to allure customers is when you deliver value to them. This value can be in any form – a rich knowledge base or a 24X7 service portal.
So you need to zero in on any one or multiple value forms; expand the range of resources in that category and distribute it in your customer base and target audience.
2. Focus on Customer Journey Mapping
“Customer Experience” has become a common Buzzword. While it is on the lips of every business entrepreneur, very few actually realize its meaning. To explain it in layman terms customer experience describes the journey of a prospect to a customer. Ideally, it is advisable for every company (now) to stay connected with the prospect as he/she makes the progress towards being a customer.
Not only does this makes the company familiar with the twists and turns that happen in the journey but also enables it to work upon the areas of improvement.
It’s precisely because of this reason that you have many new age companies taking pains in getting customer journey mapping technologies built. If you do not have the resources to do anything like this – no issues.
Investing in a robust CRM application development can also serve your purpose. CRM will give you one unified platform to connect with the customers, collect the data as prospects move through the buying cycle, analyze and refine the data and communicate it across the organization.
Result: your sales and service teams will develop a deep and nuanced understanding of their customers’ journey.
3. Meet Your Customers Anywhere
It’s an old point but too critical to be omitted. So once again we repeat: prepare an Omni-channel customer service. If now the demand of customers is so stiff regarding interaction in their choice of mediums – imagine how things will be by the time we touch 2020.
No brainer that IoT will upscale this whole fad of meeting the prospects and customers on any channel over any device. And hence it makes all sense to develop an omnichannel customer service model that enables you to meet your prospects and customers wherever they are.
Result: next time your over-hyped customer complains about a service failure over live chat and then follows up over the issue via email – you can streamline all the touchpoints together and provide a cohesive service.