According to a study entitled “Redesigning the customer service around the Internet of Things” from Genesys about three-fifths (57%) of UK retailers have a clear understanding of the value of IoT. While in case of whole of Europe, it comes down to 35%. The study says 59% across Europe are of the opinion that IoT will bring direct value to customer service. Close to one-fifth (18%) believe the Internet of Things will be very important in improving the customer experience. However, to 50%, IoT is somewhat important. Increased speed of service has been selected by 72% of European retailers as a top benefit of IoT-powered customer service. Rise in the number of first-call resolution is another benefit as per 66%.
Further, the study reveals the keenness of European retailers (62%) in integrating IoT into their customer experience efforts. This is true for 70% belonging to the UK. Many retailers (63%) have seen a high positive impact on customer satisfaction after implementing IoT. Retailers are seemingly excited about super charging customer experience with IoT, but 42% of them are apprehensive that budgetary constraints will play spoilsport.