StateofWork

CustServ in the IoT Era
IoT requires a new way to run customer service.
   8 years ago
#StateofWorkThe Aspirational DeveloperCoding is moving beyond the realm of traditional developers.
Michael Krigsman
Q7. What does proactive customer service mean to you?
David Myron
Planning for opportunities/obstacles versus reacting to them (e.g., knowing what customers need—parts or Rx refills—before they break or run out.)
Michael Krigsman
What is "proactive customer service"?
Nate Brown
It means resolving problems before they happen. It means building relationships not putting out fires.
Holly Simmons
a. Proactive customer service is about pre-empting the customer calling and continuous improvement
Roy Atkinson
Being aware of and acting on issues before the customer tells you it's an issue. Fix it before the call.
ModSquad
A7. Having a solid, agile help center prepped w/ answers to common issues. #stateofwork [AR]
Michael Krigsman
How does #IoT change our ability to offer proactive customer support?
Kate Leggett
Or even more simply, understanding what customers are asking about and making sure current questions and most likely future questions are answered before they are asked.
Holly Simmons
with IoT companies can montitor devices, apps, hardware, etc. to expose issues before they become permanent issues affecting many customers
David Myron
“Reactive people are driven by feelings, by circumstances, by conditions, by their environment. Proactive people are driven by values—carefully thought about, selected, and internalized values.—Stephen Covey, 7 Habits of Highly Effective People
Roy Atkinson
#Iot delivers the information before the customer even knows about it.
Colleen Haikes
Proactive means we aren't doomed to relive the past, we see mistakes or issues and rectify before they can reoccur.
Kate Leggett
Alerting customers of issues that may/will impact them before they realize them - having a customer's best interest in the forefront of customer relationship management
Holly Simmons
watching your performance analytics can also help you to see what are the most common issues so that you can automate requests
David Myron
“Proactive people are still influenced by external stimuli, whether physical, social, or psychological. But their response to the stimuli, conscious or unconscious, is a value-based choice or response.”—Stephen Covey
Chris Pope
Maybe pro-active is the start of AI....#BringOnTheMachines
Sylvain Bernolle
Predictive analytics that can anticipate your needs...Amazon style delivering a product you need without having to order it
David Myron
Being proactive enables organizations to not simply pick the best path, but to also be prepared for opportunities and obstacles along the way.
Michael Krigsman
Is #IoT the path to proactive customer service?
ModSquad
Know your community well; anticipate complaints & be ready to address them. #stateofwork -AR
Kate Leggett
Or @sylvianbernolle, understanding calling patterns, and answering probable future question in the first customer service interaction
Colleen Haikes
@Chris_Pope_NOW +1 -- Machine Learning will have to play a role here. How else will companies will manage customer service in age of IoT?
Roy Atkinson
#Iot is *a* path to proactive customer service.
Kate Leggett
No, you dont need #IoT for proactive service
Michael Krigsman
@dmyron To what extent can we anticipate customer needs for support? #Proactive
Kate Leggett
Like @RoyAtkinson says, its a path, not the only path. It can also involve mining call records and using common sense
ModSquad
As much as possible, give customers access to self-service resources. #stateofwork [AR]
Holly Simmons
Great story about proactive customer service #Epicor http://siliconangle....
Kristin Emi Rimbach
Customer expectations are continuing to rise. #Millennial demands will require proactive service and self service options.
Roy Atkinson
Where the real fun will happen is as AI comes onboard as a step between self-service and human-assisted service.
Nate Brown
"Next Issue Avoidance" is a pillar of the effortless experience. If we know our customers and products we can identify the opportunities to be proactive.
Kate Leggett
Absolutely - proactive and pain free (which is self-service in many cases)
Chris Pope
@kristinemi Or is this the age of the 'Entitled Generation', have we created a monster we cannot stop, or do we all need to become the monster?
Michael Krigsman
Welcome @kristinemi to our discussion of #IoT and Customer Service!
Holly Simmons
Survey shows that CS leaders can deliver proactive super service without higher costs http://www.serviceno...
CXOTalk
Self-service as long as it's efficient + easy and not seen as way to avoid having a human-to-human interaction #StateofWork
David Myron
If you can capture and track digital bread crumbs (digital behaviors) across channels, you can often make predictive/proactive decisions. #IoT #proactive #custserv #cctr #CX
Colleen Haikes
@kristinemi I think #millennials will wonder, why doesn't this company (its customer service) know me and my needs?
ModSquad
@RoyAtkinson And it's important that customers know (and can control) what data is being shared. #stateofwork [AR]
Adam Stein
A7. Proactive customer service means majority of support easily via self service as @modsquad notes. Also make that self service support available on any device, app or setting. IT also needs to help teams learn security http://www.darkreadi... #Stateofwork
Kristin Emi Rimbach
@Chris_Pope_NOW Don't we all want what we want, when we want it? More time to focus on the things that matter. We should all be the monster.
Natalya Copeland
@kristinemi Yep- and #millennials know the power of the social media review! Companies can't afford to have their customer service interactions go viral in a negative way.
CXOTalk
@cahaikes @kristinemi Do you think millennials are concerned with #digitaprivacy? #StateofWork
Holly Simmons
a. Proactive service is the only way to move the needle on reducing the operational drain and to enable more time to focus on strategic activities like designing and delivery of new services.
Michael Krigsman
Q6. How do changes in customer service caused by #IoT affect the #CIO? cc @dhinchliffe
Michael Krigsman
We are now discussing impact of #IoT on #CustServ and the #CIO. What do YOU think?
David Myron
The CIO will have to address issues of scalability and security like never before.
Holly Simmons
Customer service becomes a ‘team sport’ which means the CIO needs to consider the technology impact of connecting the organization’s people, systems, and workflows to ensure that automation, root cause analysis, etc. are even possibilities.
Roy Atkinson
#CIO may be wading into uncharted waters. The role will need to be far broader; not just about IT.
Holly Simmons
COO, CFO, etc. also need to be committed and working with CIO
Kate Leggett
Its about analytics, big data and management of data with the security concerns that @dmyron points out
Michael Krigsman
Yo' #CIO friends -- what will the impact of #IoT be on YOU and customer service?
Colleen Haikes
This seems in line with the ability to drive Digitalization. I think the CIO has to do it or the Chief Digital Officer will :)
Roy Atkinson
Security, security and security.
Sylvain Bernolle
CIO needs to connect with Operations Technology to provide end to end Customer Services for newly Connected Products
Kate Leggett
And the right management of signals for proactive/preemptive service.
Chris Pope
Folks will truly start to understand the meaning of Customer Impact and Repetitional Loss..
Holly Simmons
both strategic and operational opportunites with IoT for customer service - continuous improvements in products and services, but also development of new services (revenue-generating)
Kate Leggett
Its protecting networks from cybersecurity threats. Imagine a security breach and takeover of autonomous vehicles for example! It would be chaos to our commute
Michael Krigsman
@RoyAtkinson Security is a killer. What about other #CIO issues on #CustServ?
ModSquad
Also important: managing customer expectations, so they don’t feel their privacy is at risk. #stateofwork [AR]
Roy Atkinson
CIO's --as others are saying--needs a broad awareness of customer service/support and systems.
Chris Pope
A customer that goes rogue socially and has a large influence could ruin things for an organization and customers leave in droves, even if the CIO has a Gold Star for 99.99 availability
Michael Krigsman
What about customer expectations in the age of #IoT?
Holly Simmons
IoT demand might start in engineering and operations (where many of the devices exist), but CIO needs to have vision to take beyond that for CS
Adam Stein
A6. #IoT induced customer service heavily impacts the #CIO through sheer volume and wider variety of support requirements including security as @RoyAtkinson notes. Biggest impact imho are real time IT response requirements #stateofwork
Dion Hinchcliffe #AdobeSummit
Customer experience w/ #IoT requires a whole new operational POV + data/experience management. #dx
CXOTalk
Enormous network of devices sending data. Also possibly 2-way communication. Bigger than #CIO and not really a #CDO issue. #StateofWork
Roy Atkinson
Extremely high. As my friend @HDIReserach says: Satisfaction = Reality-Expectations
Sylvain Bernolle
Everything as a service...
Michael Krigsman
@dhinchcliffe What is the operational POV needed for the #CIO and #IoT in #CustServ.
Kate Leggett
@sylvainBernolle Yes. Its the servitization of our economy that can transform business models - and is already doing so
Dion Hinchcliffe #AdobeSummit
Short version: #IoT ops = a world w/ 10-1000x more live data streaming from your customers & back to them. #cio
CXOTalk
@dhinchcliffe One POV: Classes of activities where action can be automated based on device state. #StateofWork
CXOTalk
@dhinchcliffe 2nd POV: What types of activities need human intervention based on customer experience and device issues- #StateofWork
Dion Hinchcliffe #AdobeSummit
@CXOTalk A capable #IoT #cx will proactively monitor KPIs + thresholds, involving humans as necessary.