That’s What I Say
Connected devices are critical; the benefits of devices cannot be overstated. Thanks to devices, we have potable water, warm homes, greater independence, and leisure. Our dependencies on devices are so significant that today’s devices outnumber us 4-to-1. Connected devices are the new frontier and growth opportunity for an Enterprise’s business strategy — increase revenue, gain greater efficiencies, and drive down waste.
And I Try, And I Try, And I Try
Let’s consider today’s experience when a device stops operating normally for a moment. Unlike an app, there is no home button to recover. We may search user guides or search the web for a cure. For more critical systems, we will reach out to the vendor, definitely if the device is offered as a service. To remedy the ill connected device, we climb the escalation ladder, seeking a resolution:
- Search the Internet for guidance – at each step of the process. Those searches may lead us astray or even cause additional harm. A bad actor may persuade us to post a log file on an open forum for help, which may leak critical, sensitive data.
- Walk through the gates of auto-attendant hell
- Connect to the first line of support (finally, a human)
- Walkthrough resolution script to narrow the problem
- Escalate to a technical specialist
- Dive deeper into configurations and log files
- Hidden in the back office, QA and developers work urgently to recreate the issue.
- Possibly, a technical resolution was reached (a hot patch fix)
With knowledge bases, self-service systems, notification systems, and other best practices — the first rungs of the ladder can be automated or streamlined. Even with our best efforts, the customer’s satisfaction decreases with each interaction. We end up with a satisfaction curve that dips down and slowly rises as we work towards a technical resolution but doesn’t return back to the original satisfaction level.
What happens when the problem is an unusual, novel issue? The issue causes more thrashing and iteration between the customer, technical support, quality assurance, and development. Cyberattacks are activities never intended or possible in developers’ minds — that is the nature of cyberattacks, however, not every misbehaving device is a ghost in the system.
Cybersecurity is not an information technology (IT) issue but a business issue. When our connected devices misbehave, everyone feels the pain involved. A cyber-breach against our critical devices will impact our lives: shut down gas distribution, perishable merchandise losses, or ripple through an entire supply chain—amplifying a strained ecosystem. According to a pre-COVID survey conducted by Conference Board in 2019, US CEOs are more concerned about cybersecurity than a recession to hurt growth. Obviously, things have changed, and still, cybersecurity is a top concern.
What if we the owner of a device knew immediately a hacker was trying to disrupt our device or the problem was a simple programming error? What if when we called for support, support knew the issue too? And what if QA and developers knew as well, down to the piece of code defect allowing the hack?
How much anxiety would be removed? And what if we knew the precise location of the hacker trying to disrupt our business? We would be impressed.
Let’s talk. Device manufacturers DellferizeTM
your code to protect and improve your customer satisfaction curves. Eliminate the pain for your customer and yourself. Add the app experience through continuous improvement and in-the-field visibility.