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70m IoT Devices to be installed in ME by Year-End; Growth to Transform Customer Support
Published Nov 23, 2015
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The world is getting ever more connected – and because of this businesses must recognize the need to re-invent the way in which they support their customers.
This new approach to support is known as the Support of Things (SoT) and allows organizations to effortlessly support their customers in a world of connected, and soon to be connected, products.
Running parallel to the SoT, the Internet of Things (IoT) is gearing up for unprecedented growth in the Middle East – according to Deloitte , an anticipated 25 million IoT devices will be shipped to the region by the end of this year, leading to an installed base of approximately 70 million IoT devices across the region.
Further projections indicate the growth of the Middle East’s IoT market over the next few years will outpace even the global average. According to LogMeIn, Inc., creator of the world’s most widely used remote connectivity and support services, this dramatic increase will revolutionise customer support, a concept which the firm will explore in depth at the upcoming 2nd Annual Customer Experience Management Summit, set to run from November 24 to 25, at the Al Murooj Rotana Dubai.
“There is little doubt IoT will be a game-changer in the Middle East; the ability to connect, communicate with, and remotely manage a slew of networked, automated devices via the Internet presents incredible possibilities. But many companies still rely on old models of customer support – models that will collapse under the weight of this shift. To keep pace with the heavy proliferation of these ‘connected’ devices, companies need to re-invent the way they approach customer support,” explains Gary Nolan, Vice President for the EMEA region at LogMeIn.
He further adds: “Just imagine the number of phone calls and chat sessions that will be necessary to reconcile consumer needs across this diverse network of devices. Now imagine how difficult it could be to establish and maintain a positive customer experience during this. The re-imaging of customer support models to better suit connected products and services – the Support of Things – will allow to optimise customer experience, now and in the future.”
In line with this, LogMeIn will highlight how increased connectivity and mobile usage will affect consumer behavior, their needs and their expectations, and how these can be best managed, at the upcoming customer experience management summit. The firm will also highlight its support technologies, such as its Rescue Lens solution, which allows support teams to provide real-time, video-assisted support, giving them a first-hand look at the end users’ issues, and mitigating possible limitations of remote support.
“The greatest advantage for businesses that adopt video as a support tool is shortened support times. Today’s empowered consumers expect instant gratification when they need assistance. Add to this the countless, unpredictable service points of IoT-powered ‘connected’ devices, and it’s clear that customer experience is headed for a massive evolution,” says Nolan.
Posted by
VMD - [Virtual Marketing Department]
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