Virtual Reality and Internet of Things (IoT) are the emerging technologies that have been blended with the web environments for enhancing communication with the customers.

Econsultancy’s Nikki Gilliland has shared four ways IoT can be helpful in enhancing the customer experience.

Gilliland says, “Econsultancy’s ‘A Marketer’s Guide to the Internet of Things‘ delves into the subject in detail. Subscribers can download the full report, but in the meantime, let’s consider the possible impact on customer experience.

Pre-emptive customer service

One of the overriding benefits of the internet of things for marketers is the vast amount of data that can be harnessed from devices. Not only can this data help to inform wider product development, but it can also be used to create meaningful and personalised interactions with consumers 24 hours a day, seven days a week.

Alongside this, it also means that customer service will be able to evolve. If a non-connected device malfunctions, it would currently be up to the consumer to take action. Whether that means searching for a solution online, enquiring of customer service, or returning it to the manufacturer.

A connected device has the ability to pre-empt this through sensors that monitor the product’s performance. This means that if something goes wrong (or is about to) – the product itself could take the place of the customer, taking action to resolve the issue or offer help on how to do so”.

How the internet of things can improve customer experience


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