Next-Generation Connected Support in the Age of IoT: It's time to get proactive about customer support
Chris Koverman · IEEE Consumer Electronics Magazine · 2015
The current explosive growth in devices and interconnectedness is making everything more complicated to install, use, and repair. With analysts forecasting that the Internet of Things (IoT) will reach 25 billion connected devices by 2020, a new support paradigm is required for these and other consumer electronics (CE) devices. The challenge for those in the product and application support world today is to embrace a critical transformation: instead of focusing solely on fixing what?s broken and the ?return merchandise authorization? mentality, we need to start thinking about how to help people and enable the products to get consistent and long-term value out of their technology.