ARTICLES — September 17, 2019

Things That Drive Your Customers Away and How to Prevent Them

As one of the biggest disruptive forces of the 21st century, IoT’s network of devices has dramatically changed how we interact with the world around us. However, it’s also pretty easy to get lost in all the noise and forget about the one big challenge IoT will face: customer satisfaction. Above everything else, every business involved in the IoT sector needs to capture and retain the attention of customers because, without them, IoT’s big number won’t mean anything.

IoT is made up of many moving parts that need to work together for the desired effect and impact on customers. That means customer satisfaction and retention will hugely depend on how businesses will address issues. Here are the most common customer-related issues surrounding IoT implementation.

Inexperienced Customer Service

IoT is a relatively new field for every business and could be a nightmare for IoT support departments. In the IoT ecosystem, different devices communicate within a network that is affected by different interrelated issues. This can be bad for technical support representatives who, in turn, become a weak link in providing efficient customer service. Without proper IoT knowledge, customer support representatives won’t be able to provide effective support to customers. The surest ways to improve customer satisfaction and retention in the IoT industry are detailed FAQs, tutorials, interactive manuals, and automated support.

Over-Promise, Under-Deliver

At first, this method seems to have merit: leveraging customer expectations would encourage them to become loyal, raise their satisfaction, and be good for business. The truth is, customers’ expectations are not static. For example, a local restaurant promises you to have your food delivered in 45 minutes, but it comes to you in 30. When the customer order again and the local restaurant can’t manage to deliver at the same time based on prior experience, they will possibly dissatisfied. The good news is, an order management solution like TOMS is here to centralize your operations from dispatching, allocation to managing different schedules will likely help you in optimizing business’ mobility and meeting customers’ wants and needs

Decentralized Operations

With ever-growing customer demands for speedy and personalized service, IoT is growing rapidly in the delivery and logistics industry. The fulfillment, however, will be hard to achieve without a reliable, centralized solution that will optimize the business’ mobility. IoT will enable greater accuracy and troubleshooting throughout the fully automated, complex process which will decrease required work hours significantly. For example, a financing company wants to send a surveyor to do a physical check. By using Telkomsel Order Management Solution (TOMS) customized appointment module, the agent can now automatically receives survey tasks from the company’s internal system. The agent then can fill the form provided in a mobile app to send data needed for leasing approval, in real-time.

IoT opens up new opportunities and challenges for customer-based companies. It offers a diverse personalized platform for engaging with customers. On the other hand, many of its elements are complex, which runs the risk of pushing customers away when companies don’t meet the requirements to implement IoT practices. 

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