New Customer Experience Platform Could Help Stem Smart Device Product Returns
Copilot, founded by digital design and analytics company Zemingo, announced Wednesday the CX Trend system, an automated customer experience platform to help CE companies develop relationships with customers through connected products. The software-as-a-service program collects data from devices and allows…
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device makers to send contextual communications to users automatically, co-CEOs Zvi Frank and Tsiki Naftaly told us in a Tuesday pre-brief. "The days of the closest consumers ever got to the manufacturer was the warranty postcard that fell out of box are over,” said Frank, who said the SaaS platform gives manufacturers insights into how consumers use products and enables communication between them. IoT products contain “valuable usage information” and can communicate by mobile, app, email and voice, enabling a “personalized experience for customers,” Naftaly said. Smart home products are a target for Copilot, which could help with onboarding to reduce the number of product returns, said Naftaly. Out of the box, Copilot identifies issues that might exist between a smartphone using a particular version of Android and Bluetooth and suggests a workaround for the customer, he said. Cost for manufacturers is “a few cents per month” based on the number of devices using the platform, said Naftaly. On consumers’ privacy concerns, Naftaly said it’s important to “be forthcoming with customers,” telling them how and how often their data will be used. That includes telling them about available customer support and accessory suggestions and ensuring customers that data won’t be sold to third parties.