The Internet of Things (IoT) has proliferated in recent years, with the number of connected IoT devices expected to rise 13 percent by the end of 2024, reaching 18.8 billion, and growing to 40 billion by 2030. Smart devices offer proactive alerts for error codes or other notifications. However, there is still a gap in proactive support, alerting product owners with an error code, and the steps to address the underlying problem. Product manufacturers that offer proactive product support for their IoT devices will lead the way in setting new standards for product support.
A recent study on IoT’s impact showed that proactive support gets customers more involved in the customer journey. This leads to better perceptions of product quality, more engagement, and personalized interactions — all of which improve customer satisfaction.
Product manufacturers have an opportunity to use IoT-driven support to build loyalty by staying engaged with customers.
Typically, product companies only interact with customers at specific moments of their buying journey, including purchase, setup, and troubleshooting scenarios. Usually, it’s the customer who reaches out if they face a problem. As a result, many customers only have negative or neutral interactions with the brand.
Integrating IoT devices with proactive support changes this dynamic. When paired with automated product support technology, a brand can identify issues with internet-connected devices and offer resolutions in real-time.
This allows you to provide proactive support — like suggesting maintenance, sending alerts about potential issues, and identifying problems before they escalate, providing more opportunities for customers to engage with your brand in a positive scenario.
Though some smart devices already send push notifications when something is wrong, they rarely send proactive guidance to troubleshoot those scenarios. By applying AI-powered virtual support to IoT-enabled devices, brands are able to include personalized, step-by-step guidance along with error notifications.
This active engagement removes friction for the end user, who no longer needs to figure out how to diagnose and troubleshoot on their own. It also means that you can offer a simple fix today and minimize potential product downtime, further improving customer satisfaction.
Improve the Product Experience Feedback Loop
From pre-purchase product selection to post-purchase troubleshooting, IoT gives manufacturers ongoing insights into product issues. This stream of data gives a detailed view of product health and performance. AI then processes this data, identifying patterns and anomalies that could indicate impending issues. These insights help manufacturers continuously improve the product experience.
This constant stream of data provides a comprehensive view of equipment health and performance. Advanced analytics then process this data, identifying patterns and anomalies that could indicate impending failures. This predictive capability is a cornerstone of IoT-enabled maintenance, allowing for timely interventions that prevent breakdowns and minimize downtime.
Here are some examples of how connecting a robotic vacuum to IoT-enabled proactive product support can improve the product experience at different stages of the buying journey.
Setup
Let’s say you’re shopping for your first robotic vacuum that can be controlled via a mobile app. After doing your research, you buy a robotic vacuum. When you connect it to your home network through the companion app, it detects a weak Wi-Fi signal and an issue with the charging dock alignment.
The vacuum sends this information to the app and offers immediate solutions, like moving the vacuum closer to your router or adjusting the charger’s position.
At the same time, the vacuum sends this issue to the manufacturer, who can track common setup problems. If many users experience the same issue, the company can update the app’s onboarding instructions, adjust the charging dock design, or roll out a software update to automate more of the setup process.
Maintenance
After a few months of use, the vacuum detects a clog. You get a push notification from the app, suggesting a deep clean cycle and a filter replacement.
You accept the recommendation, order the recommended filter, and follow step-by-step instructions for a deep clean cycle all directly from the app. Once done, you get back to normal.
However, the next few times you run the vacuum, the clog issue persists. The app suggests alternative fixes, and at the same time, the vacuum sends performance data to the manufacturer. This allows them to diagnose the issue without you needing to explain it. The company’s support team later follows up with the next steps.
Over time, manufacturers can make incremental improvements that refine their overall product experience. This results in better products, happier customers, and more effective support.
Use Customer Experience to Drive Revenue, Efficiency, and Brand Strength
IoT-enabled product support allows you to do more with your current team. Like AI’s impact on automating support, IoT offers an opportunity to generate revenue, improve efficiency, and strengthen your brand.
Offering 24/7 proactive support for internet-connected devices shows your company’s commitment to customer satisfaction and a premium support experience. When customers consistently receive high-quality service, they’re more likely to trust your brand and stay loyal. This satisfaction strengthens your brand’s reputation and has been shown in a review of 96 studies to correlate with future sales performance.
The Future of Customer Support
Proactive product support is an opportunity for brands to present immediate and direct value to their customers. Rather than simply alerting users to potential issues, proactive support saves time and reduces effort by providing direct solutions.
It allows brands to generate incremental revenue by recommending replacement parts and enabling customers to purchase them within the support process. Integrating with IoT shifts product support from reactive to proactive, offering continuous, data-driven support that improves customer satisfaction and efficiency.
As IoT becomes more common, proactive support will likely become the industry standard, and manufacturers that adopt it early will be better positioned for long-term success in an internet-connected world.
