The recently announced Amazon Dash Button has the potential to be a revolutionary next step in digital customer experience. The battery-powered, wi-fi enabled dash-button will order you more coffee, detergent and even refill your kids favorite breakfast cereal by the simple press of an innovative button.
The Amazon Dash is the next step in the Internet-of-Things life. According to many industry analysts, it will only be a matter of time before every device you own is connected to the Internet. All with the goal of making your experience better.
What does this mean for the next generation of customer experience?
The next step in the evolution of customer experience, after Amazon’s ‘insta-buy’, should obviously be ‘insta-service’. For example, imagine if you could press the Amazon Dash Button once and have it order more supplies, and if you ‘double-clicked’ it, it would automatically initiate customer service.
As devices become intelligently connected, service requests can automatically deliver more contextual experience information to enable next generation personalization. As an example, assume you are having issues with your kitchen stove. The device could automatically check the age of your gas burner lighters as well as the next scheduled maintenance date. This type of information can be used to enable better digital customer engagement that more effectively and efficiently manage your customer experience.
Today, in the world of customer service, a similar concept to the Amazon Dash Button actually already exists. Many companies are starting to offer similar convenience options to their customers on their support websites and in mobile customer service applications. Yet, much more can be done with better integration between the Internet-of-Things and your omnichannel contact center. The possibilities are simply endless.
Imagine if your customers could easily:
- Request a callback through the dash button?
- Offer a proactive web chat session when an agent is available?
- Automatically initiate service-requests that properly route to the right agent via a universal queue?
- Complete a satisfaction survey after each interaction?
As these types of capabilities become popular and installed, having the right customer experience platform in place that can enable contextual customer experience delivery across all types of channels will be critical. Only then can you be sure that your customers will not only talk to the right agent while having their wait times greatly reduced, but also benefit from a deeper customer experience that is more convenient and simple.
Learn more about better serving the connected customer in our video with industry futurist Brian Solis on what are the key ingredients for digital transformation.
Also, download our new study from Altimeter, How to Transform Digital Customer Experiences for the Connected Customer.