Get Smart: Five Ways to Keep Smart Wearables Customers Happy
According to Forbes, there will be 411 million smart wearable devices sold globally by 2020, a market worth over $34 billion. Current estimates suggest the industry hit $14 billion this year, with wristwatches and fitness trackers dominating consumer purchases.
Examples of successful wearables abound from head to toe, from the Apple Watch to the FitBit to the OURA Ring, Athos fitness clothing and Under Armour’s Smart Gear.
Providing a better customer experience to wearable wearers starts with a great team that is knowledgeable and passionate about the product.
iQor’s Guide to Tech Support for Smart Watches & Wearables provides a few helpful tips for your team when thinking through your smart wearables support strategy.
Below are five key takeaways:
1. Hands-on Training Is a Must
Each team member must spend time with the product, getting to know how it feels to use the technology firsthand. Customers will expect agents to know their way around the product like the back of their own wrist.
2. Pairing Is Paramount
Most smart watches and wearables connect to smart phones to function, allowing them to receive access to all kinds of nifty apps. Agents should be prepared to answer several questions about connectivity and pairing apps with devices. Customers will have a variety of issues, some more basic than others.
3. Steeper Learning Curve
Smart watches and wearables require a new set of gestures, finger taps and arm movements to make them work. Even the most tech-savvy among us could take days to learn the new user interface. Be prepared to teach frustrated customers a new set of finger swipes, arm gestures and notification set-ups.
4. Health and Fitness Tracking
Many are predicting that smart watches and other wearable devices will play an increasingly important role in maintaining and monitoring our health. Train and prepare your tech support agents to understand the fitness and healthcare app system and the increasingly important role wearables will play in generating data about customers’ overall health.
5. Critical Role in the Connected Device Ecosystem
Smart watches not only pair to smart phones. They can also pay for a cup of coffee, control the thermostat and even play a new song on the stereo. As the level of complexity increases, so will the level of support needed.