New trends in Internet of Things (IoT) and how they affect your customer service

Lately, the phrase Internet of Things (IoT) has been sounding a lot. It contains a whole world of possibilities that, in short, we’ll be totally immersed.

However, as a company, you should be particularly interested in the impact that the Internet of Things will have in the business world; and over your relationship with your customers. Here we invite you to check projections and where it will go in short.


Internet of Things, what it is and what are its applications?

According to IBM, IoT is:


The Internet of Things is the concept of connecting any device (so long as it has an on/off switch) to the Internet and to other connected devices. The IoT is a giant network of connected things and people – all of which collect and share data about the way they are used and about the environment around them.


From a more practical point of view, IoT conceives the creation, integration, and connection of objects among them; and objects with us with the purpose of making life simpler. In order to achieve this, it is necessary to create and incorporate new technology. So, despite the IoT already exists, we still need to expect for its massification and evolution. But let’s go deeper.


IoT from micro to macro

First of all, the Internet of Things focuses on two main fields of action. In the first one; we find our immediate home environment. Small and intelligent devices whose presence you don’t notice that are there designed to remotely control temperature; illumination; humidity; etc. The second field is the Intelligent or Smart City. In this field; the interconnected objects provide data to monitor and correct problems in real time without human intervention.

As we appreciate, the Internet of Things is conceived so that the end user does not notice that the environment is interconnected and functioning optimally for its benefit.

But to do so; the Internet of Things needs to follow and enforce a logical sequence of layers that allow the achievement of activities and tasks towards compliance. From now on; we move into the dynamics of delivering real results that place us in the bulls’ eye of the use of technology at the service of end users and customers.

So what do we need to make the best of IoT? Let’s see.


OSI – TCP / IP Models and IoT

In order to conceive and align the Internet of Things with practical fields; engineers and developers base their logic on the OSI – TCP / IP Model to integrate the practice field as follows:  

So, the Internet of Things acts in parallel to the models which we are already familiar with. From them, we can move between and to the layers dedicated to security, SLAs and other fields related to products and services.


Customer Service and the IoT

The Internet of Things collects and assumes as a premise the communication of devices to solve problems that have not yet presented. Seen from this point of view; IoT pursues what someone once said:


The best Customer Service we need is not needing the Customer Service at all.


Now, if you think it twice, this logic makes much sense because customer service is based on the solution to failures or problems with products and services. However, it does not imply that the desirable customer service is one that evolves to the point of disappearance; but one that focuses on preventing problems.

In other words; customer service from the IoT perspective becomes in an omnipresent, automatic, proactive and constant activity.

In this regard, is right to make the questions: Are we willing to adopt the new IoT protocols as customer service standards? Do we have the infrastructure and robustness enough to process data errors that still don’t happen? Are your customers prepared to deal with this new paradigm? But keep reading, you’ll probably discover some surprising things about this subject.


Internet of things, a fairly recent phenomenon with past

Beyond thinking about devices and technologies waiting to emerge to give to the Internet of Things the right platform for optimal development; let’s turn our eyes to dedicated service tools that already exist and are available for your business. Many of them base their logic and performance in prevention; and better yet, you don’t need to buy special technology to use them as current devices form part of the flow and interaction to solve failures even before they arise.


In other words, you’ve always counted on technology that helps you identify gaps in your teams, efficient enough to remind you when to replace or buying your supplies; and even when you need to update your firms and renew your contracts. Intelligence and Internet of Things at your service without additional investment in new devices.


We close this post with a little reflection: The rule of law starts at home, same as the Internet of Things. The best customer service is the one that we funnel before the customers’ notice; and for that, you need to enhance your operations and workflows.


Achieving this goal is simple: Provide your teams with cutting-edge technology that guarantees the best means to deliver excellence to your customers and users. Start with yourself, and embrace new trends starting your own home, your company.

Give us a call to help you with this, our agents are waiting for you!


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