How Can Wearable Technology Revolutionize Customer Service
There are few areas of modern life that are not heavily influenced by technology. We live in a digital age, and modern technology impacts the way we interact with one another, the way we learn new things, the way we do business and nearly every other action that makes up human life. The prevalence of technology has multiplied in the last three decades, from personal computers to the Internet to smartphones. It is now moving at an increasingly rapid pace, and one must wonder what will be the next innovation to revolutionize our culture.
Perhaps the next revolutionary idea may already be in existence, only waiting for the time when it will find its proper use. After all, very few innovative ideas end up being exactly what they were intended. The Internet was designed for researchers to share information; the first major social media site was created for independent musicians to reach larger audiences; Viagra was actually intended to treat blood pressure; and every great concept must find its place before it can truly be considered groundbreaking.
At one point, it seemed as though wearable technology was certain to be the next digital concept to have a major impact on society. It made an initial splash with the Apple Watch, but the technology has since failed to gain any meaningful new ground in the world of consumer electronics. Then after the massive flop that was Google Glass, it seemed as though wearables may not going to be the groundbreaking concept that will revolutionize us again.
But while wearables have seemingly stalled in that market, their real impact may soon be felt in another realm. The business world is beginning to see the true potential of this technology, and developers are beginning to put it to use in a number of devices for different purposes. It now appears as though wearable technology can make an immediate impact in the fields of marketing, sales, engineering, and perhaps most of all, customer service.
Although forward-thinking creators and developers are finding innovative new solutions for wearables in the business world, their most common use today is still somewhat predictable. In the consumer realm, smartwatches may be cool, trendy novelties with some impressive features to show off to your friends, but in business, they are proving to be important tools.
Many professionals are finding that smartwatches can greatly increase productivity. Syncing to their smartphones, they can instantly check emails, texts and other communications simply by looking at their wrists. While this may seem like only a small amount of time, fluidity and productivity that is gained, it is showing that this technology can have a huge impact on how professionals interact with each other and with clients.
In customer service, smartwatches may mean that agents are no longer tied to a desk in order to have effective communication and access to information, as they can simply pull up what is needed from anywhere. Smartwatches are now being developed as standalone devices, meaning they will no longer be dependent on smartphone pairing and opening up entire new worlds of possibilities.
For customer service, smartwatches are only the beginning. Advanced standalone headsets, digital lanyards and other such devices are already making their way into some offices. Even Google Glass– which seemed to be the doom of wearables in consumer technology– is already making a comeback, and this time it is pointed in the right direction.
Google Glass 2 will be geared specifically at professional use, helping guide factory workers, engineers, auto mechanics and maybe even physicians in the near future. One can only imagine the impact that this could have on customer service, as agents may have their phone, computer and network connection all in one.
While wearable technology might not immediately be the revolutionary concept in modern culture that it once seemed, it is already beginning to have a meaningful impact on the business world. As wearables continue to make their way into customer service, one can see how this technology could help in nearly every profession, if designed, developed and directed properly.