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New scorecard report on IoT and M2M digital experience shows importance of understanding your customer
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New scorecard report on IoT and M2M digital experience shows importance of understanding your customer

Posted by Anita PodsiadloApril 24, 2015

Compass Intelligence has announced  the release of its latest series of reports on the Customer & Digital Experience in IoT & M2M. Compass Intelligence reviewed the business websites of 8+ carriers and MNVO companies that provide IoT and M2M based solutions, evaluated the online capabilities and offerings available, and then scored the companies on the following categories:

  • Product Offering Experiences: These scores look at how companies offer IoT and M2m based solutions to customers in terms of navigation, intuitiveness, support, tools & resources and usefulness. These scores do not evaluate or compare the products or services offered in any way.
  • Navigation – consistency, ease of use, number of clicks, intuitive process, back tracking process, menus and navigational links.
  • Product Pages – M2M and IoT apps, connectivity, devices, solutions, partner solutions, relatable to industry, use cases.
  • Marketing Message – clear, consistent, engaging, impacting, intuitive and thematic.
  • Engagement Mechanisms: These scores look at these “experience” features offered within or linked to vendors online IoT and M2M focused portals.
  • Learning – case studies, testimonials, how-to guides or videos, media and editorial content, self-serve knowledgebase, resource center, or other self-learn content.
  • Help & Support – support center, live chat, how-to guides and videos, FAQ, Q&A, support links, tutorials, or other value-added resources.
  • Social Currency – community forum, blog, Facebook, Linked In, Twitter, YouTube channel, Google + and other social platforms.
  • Client Interface – online management and visibility around connected devices, connectivity, security, application management.

“Providing an impacting and relevant digital experience for the M2M and IoT business market is a challenge, one which vendors are taking head on,” states Heather Taylor, Sr. analyst, Customer & Digital Experience at Compass Intelligence. “Our analysis shows that the web and client portals are more elegant than ever, while providing robust features and tools.

The report covers the 4 Tier-1 mobile network operators: AT&T, Sprint, T-Mobile and Verizon Wireless and the top mobile virtual network operators (MVNOs): Aeris Communications, KORE, Numerex and Wyless. The report scores each company across 7 different categories: website navigation, product pages, marketing messaging, knowledge center/learning, help & support, social currency and client interface. This report is authored by Heather Taylor, Sr. analyst, Customer & Digital Experience, as part of our Customer & Digital Experience and M2M, IoT & Connected Devices research tracks.

“Some of the vendors profiled in Compass Intelligence’s recent study have created an experience that provides a good balance between delivering multiple capabilities and still maintaining a simple and seamless experience, thus resulting in better conversion rates over time,” continues Taylor.

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Anita Podsiadlo

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