BPO in the Smart Home Technology: Customer Support and Device Management

Smart home devices collaborate within a network. For instance, users can instruct Amazon’s virtual assistant, Alexa, to adjust a room’s lighting or temperature. Identifying a malfunctioning component in this intricate network can be challenging for a device manufacturer. Any delays in resolving customer issues can lead to frustration and lost opportunities.

Nevertheless, certain smart home technology companies are beginning to master exceptional customer service by utilizing business process outsourcing (BPO).

Keep reading to learn how companies successfully leverage BPO for customer support and device management to gain an edge in the smart home tech industry.

Role of BPO customer support and device management in smart home tech

Trends in consumer technology show that interconnected smart home products are growing in prominence, with 74% of Americans investing in these devices from May 2021 to May 2022. Among the most sought-after devices are smart TVs, smart lighting systems, smart speakers, smart outdoor security cameras, and video doorbells.

With products continually flooding the market, customer service is emerging as a distinguishing factor for smart home providers. Merely providing the smart device does not guarantee complete consumer satisfaction. Less technically inclined customers often require troubleshooting and repair assistance as issues arise.

So, what is the BPO provider’s role in solving these gaps in smart home tech?

Consumers would no longer rely solely on the device manufacturer for technical assistance and endure lengthy response times. The BPO provider can create a central hub accessible to all smart homeowners, offering round-the-clock support. In doing so, they ensure smooth operations and excellent customer experiences. 

However, BPO’s customer service and device management offerings do not stop there. Let us check the details.

Benefits of third-party customer support in smart home tech

Here’s how BPO can contribute to customer support:

• 24/7 availability. BPO providers can offer round-the-clock customer support, ensuring users can get assistance whenever needed, irrespective of time zones.
• Multichannel support. BPO companies can manage customer inquiries and issues across various channels such as phone, email, chat, and social media, providing users with flexibility in communication.
• Improved sustainability. Many smart home products aim to substitute or minimize the use of items that harm the environment. As part of the smart home service, BPO agents can aid customers in uninstalling and appropriately disposing of outdated items, ensuring consumers feel confident in their more sustainable choices.
• Technical expertise. BPO firms train agents to handle technical questions related to smart home devices. They troubleshoot issues and effectively guide users through setup. Third-party technicians can also leverage their deep product knowledge and hands-on experience to educate customers.
• Scalable processes. BPO services can scale up or down based on demand, ensuring smart home providers can efficiently manage fluctuating customer support needs, especially during product launches or promotional events.
• Managed data. Outsourcing providers help smart home manufacturers explore strategies for leveraging customer data generated through smart home usage. They use this information to refine their service approach and discover new revenue streams.
• Advanced technologies. BPO companies leverage advanced technologies such as artificial intelligence (AI), chatbots, and automation tools to streamline customer support. These technologies can handle routine inquiries, provide instant responses, and route complex issues to human agents, improving efficiency and reducing response times.
• Administrative excellence. Exceptional smart home providers extend their customer service beyond education, seeking additional avenues to enhance value. This process can entail filing paperwork for customers eligible for eco-friendly or energy-saving rebates due to their smart-home devices.

Third-party device management services for smart home tech

Meanwhile, BPO vendors perform the following device management tasks for clients in the smart home tech industry:

• Remote diagnostics. BPO teams can remotely diagnose issues in smart home tech, detecting potential issues before they escalate and saving time and resources in resolving problems. A proactive approach minimizes downtime and ensures uninterrupted service for users.
• Firmware updates. BPO providers can distribute and install firmware updates and software patches for smart home devices. They help improve device security, stability, and functionality by ensuring that devices always run the latest software versions.
• Configuration assistance. BPO agents can assist users with device configuration, network setup, and integration with other smart home systems, ensuring a seamless and hassle-free user experience.
• Data analytics. BPO companies can proactively analyze device performance data to identify trends, patterns, and potential issues, enabling smart home providers to enhance product reliability and user satisfaction.

Importance of customer support and device management in smart home tech

Ensuring adequate tech support and protection for all smart devices is critical for retailers. To mitigate ongoing device issues, appliance retailers should consider collaborating with a tech support provider with services compatible with the devices they sell. Outsourcing customer support and device management can save up to 70% of costs compared to in-housing.

These services are crucial to the success of smart home technology for several reasons:

• Decoding complex technology. Smart home devices often involve complex technology and setups. Customers may encounter difficulties during installation, configuration, or troubleshooting. Effective customer support can guide users through these processes, ensuring they can fully utilize and enjoy their smart home devices.
• Ensuring user adoption and satisfaction. Good customer support promotes user adoption and satisfaction. When customers receive timely assistance for their issues, they are more likely to have a positive experience with their smart home devices. They become happier and more likely to recommend the product.
• Minimizing frustration and disruption. Smart home technology aims to simplify life, but users may experience frustration and disruption due to technical issues or setup challenges. Responsive and knowledgeable customer support can minimize these negative experiences by swiftly addressing problems and providing effective solutions.

Other tasks smart home companies can outsource

Besides customer support and device management, smart home companies can work with BPO organizations to enhance their operations in several ways. Here are some tasks worth outsourcing:

• Order processing. BPO providers can manage order processing tasks, including order tracking, payment processing, and return management. They help streamline the sales process and ensure efficient order handling.
• Data entry and management. Smart home companies deal with large volumes of data related to customer profiles, product information, and sales transactions. BPO organizations can handle data entry tasks and ensure accuracy and consistency.
• Technical services. BPO vendors can provide technical services such as software updates, remote diagnostics, and device configuration. These offerings help maintain the functionality of smart home devices and ensure a seamless user experience.
• Inventory management. Third-party partners can assist in inventory management tasks such as stock monitoring, replenishment planning, and warehouse optimization. They ensure efficient inventory handling and prevent stockouts or overstock situations.
• Market research and analysis. BPO providers can conduct market research and analysis to gather insights into consumer preferences, market trends, and competitor strategies. This service helps smart home companies make informed business decisions and stay competitive.
• Content moderation. BPO firms can handle content moderation tasks such as monitoring user-generated content (UGC), ensuring compliance with community guidelines, and addressing inappropriate content. They help maintain the reputation of smart home brands and ensure a safe online environment for users.
• Back-office support. BPO firms can provide back-office support services such as accounting, human resource (HR) administration, and procurement. Smart home companies can focus on their core business activities while outsourcing non-core functions to specialized service providers.

The bottom line

Customer support is vital for the success of smart home technology. It helps users navigate complexity, enhance satisfaction and loyalty, minimize disruption, facilitate product improvement, and reduce returns.

Investing in robust and responsive customer support capabilities is essential for smart home technology companies aiming to deliver exceptional experiences and drive long-term success. BPO enhances customer support in smart home tech by providing round-the-clock availability, multichannel support, technical expertise, and more.

Unity Communications has a long history of providing top talent to companies across various industries. Let’s connect to discuss how we can tailor our service offerings to your unique needs.