Four IoT Customer Support Strategies for Innovative Businesses

Illustration: © IoT for all

Never before has customer service been more important than in our technological world. It is reminiscent of the old adage: “It’s not about whether it goes badly, but when it goes bad. I know what you are saying. We have all the information we need to help the customer. Our support team can resolve the issue. So I would say yes, you have the data. But people don’t want data. They want people to give them honest answers in simple language they can understand.

Four customer service strategies

Transparency

Transparent conversations with your customers are necessary to tell them what the problem is and how to fix it. It might sound simple enough, but over 30% of customers go to youtube to troubleshoot their product issues first. The second thing a customer does is phone a friend for help. Then customers call the help desk. When a customer calls, your support rep must be too communicative to make the customer happy. Don’t hide anything from the customer. Make it clear, so that they feel they are being listened to. This will allow the customer to feel valued for continuing their relationship with your business.

Coaching

Most experts will tell you more qualified people for your support teams, but all companies would if it were that easy. However, finding the right people is difficult. My experience is that I want to hire someone with a good attitude over someone who thinks their experience will get them through. Make no mistake, hiring qualified people is essential, but hire people with good attitudes and ready to learn. IoT technology changes every day, and your support team needs to be trained frequently. Your support team needs to know, and hiring the right people isn’t always the answer. People who are ready to learn are the answer.

Proactive assistance

I have covered this several times in previous blogs. You have the answers on social media, data, support forums and chats. Please don’t waste this information; go out in front. The customer who gives you a review with a star. Have one of your support teams contact them. Find out why the experience was terrible and suggest a way to fix it. Your customer data is a mine of information; take it and share it with other teams like software development, engineering, marketing, sales. Let everyone know what the data shows and how the company can improve the product.

IoT: an innovation ecosystem

Improving your product takes customers, engineering, software development, sales, and marketing. Don’t be afraid to think outside the box and reach out to other people in similar situations and businesses. What makes IoT innovative is the people thinking about how to improve the technology. Take the time to see what’s going on with the technology. Most IoT projects fail because companies put on blinders and stay in their tiny ecosystem. It would be best to expand your business ecosystem to see what other innovators are doing in the world.

Innovation has many strategies to guide the success of your business. However, having a successful support strategy is more and as crucial as your innovative product. Remember to support your development and support team as an investment in your larger strategy.

Joseph P. Harris