IoT for better customer service
IoT in CRM is the prospect of customer service. With IoT powered smart devices like Google Home, Amazon's Alexa, echo, Smartwatches collecting everyday data of users and storing it in the cloud are making our day to day lives easy. Similarly, IoT can be made one of the main drivers of CRM as it will give a boost to CRM in terms of having CRM systems work efficiently for organizations, driving sales, and improving customer service and satisfaction. Getting real-time data from customers CRMs will yield more accurate and actionable behavior models that will deliver better content and offer better ways to understand potential customers.
The ability of such devices to analyze information generated from connected devices will make them customizable for each customer and to troubleshoot them remotely saves time. As everything is connected to the network, many industries will be transformed and IoT in CRM will be able to handle this change by being able to better automate customer service to solve problems faster, and before they even occur. In the coming years, IoT will deeply impact CRM as the enormous amount of data gathered from customers will dramatically enhance the function of CRM.
Artificial Intelligence and CRM
With AI in action, end-users in CRM will have their time and workflow optimized automatically, with the technology doing all the data processing for the user. In addition to optimizing workflow, systems will be able to recognize weaknesses and help systems learn faster and perform better, and based on the context of the customer. With Artificial Intelligence tools emerging in the market, the next decade will see a fundamental shift in how CRM users work transforming the process of painfully analyzing and reviewing data for leads, to being intelligently served up relevant and timely information, suggestions and reminders that can deliver an improved customer and colleague experience which will drive major revenue gains. Combining AI with CRM will fuel the focus on conversational CRM systems in the coming years.
There are new developments in the CRM world using machine learning and neural nets like text and face recognition, sentiment analysis but voice functionalities are upcoming. AI-powered CRM, such as Salesforce’s Einstein, allows organizations to get information from simple to complex data by using voice commands and hence accelerating the process. Zia, from Zoho CRM, is a voice assistant that allows users to easily and quickly access information through mobile or desktop applications.
Final Insights
As numerous technologies and strategies CRM supports have a direct contribution to revenue growth, it will continue to outpace overall enterprise of software growth. Due to all of these factors mentioned above, the future of CRM with AI and automation looks bright in all of the enterprises.CRM software providers will introduce changes that allow end-users to leverage CRM software to improve customer experience. With the increasing competition in the market, it will be important for businesses to use
best CRM solutions to keep their customers engaged, satisfied. CRM software providers realize this and are already making plans to transform systems to facilitate a better customer experience.
Time will tell how far AI will take CRM. I strongly feel these changes will take place and transform CRM software and take the software industry to the next level.
