It all started with the 1-800 number; companies wanted to get closer to their customers and make themselves available with just a phone call away. Now, we have the Internet and countless Internet-based gadgets, providing new options for customers to connect. Of course, we also have the social media revolution and everything could suddenly be communicated and conveyed in real time. Technical support and simple customer service was no longer about the Monday through Friday, nine-to-five time frame. People can now talk to companies anytime, anywhere.

Now that we are in the mobile revolution, more and more smartphones and smaller tablets will soon be replacing traditional mobile phones. Almost all of progressive humanity is walking around with computers in their pockets, expecting service at the “speed of now.” Companies that cannot respond immediately will simply be left behind. However, the “you’ve got an issue, you reach out to the company, and they address your issue” is mostly reactive at best.

Internet of Things (IoT) will create a big change in everything, particularly with technical support. It is estimated that by 2020, more than 50 billion devices will be wirelessly connected to physical things, including TVs, washing machines, thermostats, refrigerators, and even how houses are operated.

Obviously, people don’t want to have service issues since it can be a little trouble to contact a technical support company. And here, the best technical support service experience is one that never has to happen. The Internet of Things can empower products to communicate in advance to alert users of impending problems before they arise. For technical support companies, this means that all they need to do is to stay connected to the different mobile platforms since the Internet of Things allows for this, and they can actually fix problems remotely long before they can even affect the device while the client is using it.

Simply put, IoT will serve as the platform for listening and acting on information from connected devices by creating a workflow around not only identifying the anomaly within a device, but also figuring out what to do with the anomaly. For the tech support company, it can be as fast as solving the problem long before the customer knows about it and sending to the customer, “We have solved a problem for you, have a great day,” or for more complicated problems, the tech support alerts the customer, “We need your help in solving this before it becomes a real issue.”

While working in the office, your computer can already let the technical support know when an issue is about to occur and the tech support company can start getting it fixed. Instead of experiencing a printer running out of ink right while printing important documents, users will have an ink cartridge arrive on their doorstep before they even realize they need it.

IoT may be likened to the 2002 film Minority Report, in that it was all about this amazing advanced technology that enabled law enforcers to see and prevent crimes before they happened. Thus, the Internet of Things will now allow for technical support cases to be proactively solved before they happen, rather than reactively, which is largely what is happening today.

Tags: ,

This entry was posted by Staff Writer on Saturday, March 21, 2015 at 9:52:08 AM and is filed under Mixellaneous.

Leave a Response