eSparkBiz Trends Blog

Customer Experience Management Using Wearable Devices

Wearables provide organizations with a great chance to improve customer engagement. Customers, employees, products, services etc can be accessed at real-time from anywhere and at any time using wearables. This is quickly changing the way work is carried out as well as the decision-making process.


Consumers can use wearable technology for the purchase of products on the go. Wearable technology helps business in the leveraging of Code Halos – which is basically the data that employees, customers, companies etc are surrounded by – towards customer service differentiation. Wearable technology can help companies by benefitting them in sales, marketing and service.


Firstly, let us look at how wearable technology benefits sales. One of the benefits of wearables in sales is in the improvement of selling efficiency and management of selling time. The reception of alerts regarding appointments, events etc straight from the representative’s wearable device, helps the organization in multiple ways.


Another benefit is that customer feedback can be captured quickly. Information regarding accounts or contacts can be immediately updated and customer interactions can be recorded. Deals can be closed faster as products and price lists can be accessed easily. Wearables can be used to gauge the efficiency of marketing strategies by viewing key metrics. Another benefit is getting trained on-the-job as wearable devices can also be used to record sales calls.


Now let us look at how wearable technologies help in marketing. In real time, a customer’s wearable can receive personalized offers straight from marketers. Information regarding preferences of buyers, profiles of customers etc can be captured, thus transforming digital marketing. Wearable technologies also help in the real-time management and tracking of omnichannel marketing campaigns.


Now let us look at how wearable technology can help in the area of service. Irrespective of location or time, wearable technology can help organizations improve the efficiency and relevance of their service.  Wearable technology can be used to improve customer satisfaction, as well as help service representatives by making documents, videos etc easily available to them. Wearable technology also helps with global collaboration between service representatives.


Wearables are very useful in the high-tech industry in the area of field service. A scheduled work order’s service request can be viewed by a field-service agent using smart glasses, after which an initial diagnosis can be carried out upon reaching the customer’s location with the use of Google Maps. Troubleshooting the problem can be carried out by the field service agent by accessing videos, documents and other literature regarding the product using smart glasses.


The field service agent can reach the back-office support team by initiating a live-stream conversation with them and thus identify the problem followed by using third party apps to place a replacement order. The service request or work order can be closed with the feedback and digital signature of the customer getting captured by the field service agent using his communication device.


The empowerment of both employees, as well as customers, can be accomplished by organizations by going for wearable technologies. This empowerment will lead to more effective interaction in a ‘hands-free world’ that is becoming more connected day by day.

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