Smart product complexity creates a new challenge for support teamsEarly adopters of connected products might be able to handle self-installation with minimal guidance, but for the majority of consumers, smart devices can be challenging to install and connect to the other devices in their home.Providing a frictionless customer experience has become a key challenge for product companies as consumers install more devices in their homes and try to connect them with legacy home products like lighting, HVAC and refrigerators.55% of 1600+ American adults surveyed said they had moderate to severe challenges troubleshooting issues with connected products. Another 44% said syncing devices with other devices was problematic. And 62% said they're likely to return smart home products if they are too complicated to use.As a result, support teams have started to leverage new technologies to improve their customer journey.
3 strategies to improve the connected customer experience
- Create frictionless support touchpoints through their journey
- Learn how your customers are interacting with your products
- Predict and prevent negative customer experiences
Create frictionless support touchpoints through their journeyThe three main areas where customers commonly need support when they purchase a connected product for their home are choosing, installing, and troubleshooting the product. By offering live and self-service appointments at each of these touchpoints, you’re building trust with your customer.These additional touchpoints help your team ensure a good product-customer fit, provide upsell opportunities, and build a stronger rapport with your customers.
Learn how your customers are interacting with your productsWhen your team collects and analyzes data from these touchpoints, you can begin to identify trends and inform decisions across every department.For example, you can see where your customers set up the product in their home, or what areas of friction they encounter during the installation process. This can help you inform your marketing or support processes in the future. You can track what product issues occur most often, and loop in your product development team.
Predict and prevent negative customer experiencesOnce you have a method to identify areas of friction, you can iterate on your processes faster. Are customers getting stuck at Step 6 of your installation process? Add some clarity and test it. Is the screen on your product malfunctioning after 6 months? Talk to your supplier and remedy the issue as soon as possible.When data is driving your decision making process, you can learn and evolve faster, which will become a key differentiator in your customer experience.
Smart video is the next step for CXConnected products simplify the way we live. It’s time for the customer experience to reflect that, too.IrisCX uses smart video to resolve consumer problems faster. Our smart video platform allows consumers to either self-assess their issue, schedule a time to talk to a service expert or show a service expert what their concern is to receive help in real-time.With Iris, you can apply the data generated from video sessions to create a more cohesive understanding of your customers and start delivering the service they want to receive.
Support your customers remotely at their time of need
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