There’s a tsunami of technology washing over us and a large swath of the population is simply not ready to handle it. According to Gartner, the Internet of Things (IoT) will grow to 26 billion installed units by 2020. 1 That translates to 17 devices for each of a projected 1.5 billion households. With that in mind, consider the number of people you know who still use three remotes to operate their televisions or entertainment systems.
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PlumChoice: 5 Reasons to Rethink Your Support Strategy
1. 5 REASONS
TO RETHINK YOUR
SUPPORT STRATEGY
Introduction
1. Use it or Lose It
2. Wow Your Customers
3. Get Your Props
4. Slash and Earn
5. Show Me the Money
Conclusion
6. CONCLUSION
5 R E A S O N S T O R E T H I N K Y O U R S U P P O R T S T R A T E G Y
Technology is an integral part of the fabric of our lives. The proliferation of “things” from
multiple brands that people are plugging into their technology environments “flips the
table” and forces brands to rethink how they define and provide support.
“The necessary cross-brand integration presents both a huge challenge and a significant
opportunity for companies in the IoT business,” writes Paul Weichselbaum, EVP of
PlumChoice, in his article in the Harvard Business Review. “Tech support is no longer about
individual manufacturers, retailers, telcos, and Internet service providers’ product sets; it’s
about a continuous service experience of the full connected environment to deliver on
consumer expectations, while adding customer value to drive loyalty.”
The companies that embrace this proactive approach are going to succeed while those
that remain stuck in a reactive, ineffective, and unsatisfying support paradigm are going
to be left behind.
Which path are you going to take?
4 Who Provides Tech Support for the Internet of Things? By Paul Weichselbaum, Harvard Business Review, December 31, 2014.
A well-informed, confident consumer is more likely to buy than one who is struggling to understand the
product and how it will work in their personalized technology environment. Providing pre-purchase
education can result in an increase in “size of basket” at the point of sale while at the same time
initiating a relationship that will encourage repeat or add-on purchases.
Ensuring your customers understand your product and are comfortable using it creates satisfied
customers that are likelier to become brand advocates. Once you’ve delighted the customer with a
purchase (and its usage), you’ve opened up the possibilities for added revenue through upsell/cross-
sell opportunities.
5. Show Me The Money (cont’d)
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