Sampath Gomatam, SVP of Product at Support.com, discusses smart home adoption and the future of customer tech support:
What is the most important next step to engage consumers in smart home solutions, connected entertainment services, and/or value–added services like tech support and connected health?
Onboarding and education for smart home solutions and services is key for customer engagement. At the moment, early adopters are setting up their smart home solutions, including connected entertainment, health devices and more. For broader adoption, we must ensure that customers have simple ways to set up, understand and get value from these systems—that means providers need to ensure that not only is the set up process easy, but that they also provide outlets for customer support, including self-service and live calls. These support channels must also place high priority on education and enablement so that customers truly realize the value of their connected devices.
What are the most important initiatives your company is taking in 2015?
One of Support.com’s leading initiatives in 2015 is our Support Interaction Optimization (SIO) solution, Nexus. SIO is a recently defined category that represents a set of applications and processes that enable tech support organizations to resolve customer support issues in a highly streamlined and efficient manner, while ensuring high levels of customer satisfaction and agent performance. Current solutions in the market are built to optimize multiple areas of contact center operations (such as infrastructure, ticketing, workforce etc.), but not necessarily the Support Interaction portion which has remained a black box. Nexus offers deep capabilities to get visibility and improve interactions between customers and agents. As more IoT devices and platforms appear in the market and complexity increases, the need for SIO is critical for contact centers.
Sampath Gomatam will be speaking during the “Consumer Support in the Internet of Things” session at CONNECTIONS™ Summit at CES in Las Vegas, NV, January 6, 2015. Other speakers include representatives from CSS Corp, iYogi, Plumchoice, and Sutherland Global Services.
For more information on CONNECTIONS™ Summit speakers, sessions, or topics, visit http://www.parksassociates.com/events/connections-summit. Register to attend today!
