Preparing your support team for the IoT-connected consumer

IDC InfoBrief sponsored by TELUS International: While connected devices have made their way into the households of millions of consumers, the majority of consumers fail to take full advantage of their digital assets. This presents a huge opportunity for brands to provide more holistic, proactive and technical customer support in the age of the Internet of Things (IoT).

From the InfoBrief:

Agents need to understand not only the supported solution, but the ecosystem of devices, services, and software that surround that solution, and how they all interact. IoT offers unequaled up-sell and cross-sell opportunities to agents who clearly understand their customers’ contexts.

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