For decades now, Internet-connected devices have been around and that connection has shifted from wired-connected devices to wireless-enabled ones. This has led to the development of devices that extend beyond traditional laptops or printers to what we see in homes nowadays: wireless connected thermostats, lighting, door locks, garage door openers, and other gadgets enriching common household tasks.

The future of wireless-connected devices has become unlimited with the birth of IPv6. To put this into perspective, IPv4 allowed 4.3 billion unique IP addresses. With the growth of Internet of Things (IoT), which is expected to go well beyond 25 billion devices by 2020, IPv6 has made room for 340 undecillion unique IP addresses — that’s 340 trillion followed by 24 zeroes! As we introduce more devices, it will become increasingly complicated to support the vast ecosystem of smart home technologies. For broadband providers and connected device makers, this presents new opportunities to expand service offerings into the connected home with full scope technical support.

To ensure that your company delivers on the promise of an end-to-end, connected-customer experience, here are 4 key principles that will be essential to your success.

1. Anchor your business around customer experience

The connected devices we adopt are performing increasingly critical tasks: securing the home, health monitoring, and maintaining the home’s environment. That said, to a consumer, the “Internet of Things” is really an “Internet of Services.” We have very high expectations that our devices will work. If they don’t, we expect to get support that meets our expectations for resolving the issues quickly.

Customer-centric brands recognize that a product is not a complete product without great support. Offering full scope, technical support that helps users solve their IoT problems, regardless of who the manufacturer is, or where the actual problem lies in the technical stack, will help to differentiate your products and services in the IoT space.

2. Broaden your IoT partnerships

Interconnected environments mean that when something technical goes wrong, it can be related to any of several different programs, hardware and devices. This can make diagnosing and fixing IoT-related issues time consuming and complex, driving the need for collaboration between service providers, manufacturers, and vendors.

IoT products need to interoperate, and for that to happen, device makers need a common framework for devices and apps to communicate, focused on meeting end-users’ needs. By designing devices to speak a common language will eliminate much of the complexity of diagnosing and treating IoT-related issues, while also informing standard operating procedures (SOPs) to fix common IoT device problems.

3. Keep abreast of top-selling IoT devices

Each of our connected lives is a little bit different and made up of various types of devices and services that are unique to us. This makes it critical to know who the new device manufacturers are and the technical problems that are being reported.

4. Make a security a backbone of your IoT Technical support offering

Adding protection services to your IoT support offering can help give your customers peace of mind, while benefiting your bottom line. Broadband providers and connected device makers are perfectly positioned to advance this dialogue and to become the IoT support center of choice. Being able to deliver basic tutorials, troubleshoot connectivity issues and help people securely set up and configure devices will be critical.



This entry was posted by Staff Writer on Saturday, December 5, 2015 at 6:46:54 AM and is filed under Mixellaneous.

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