Learn how to transform customer service in the Smart Technology world

In the smart technology industry, where product life cycles are measured in months and obsolescence is just around the corner, customer service cannot afford delays or inefficiencies. We are talking about an environment where IoT devices, home automation systems, wearables, and enterprise solutions must run seamlessly, and where any disruption immediately translates into loss of trust and customer abandonment. Companies operating in this segment must handle volumes of requests that can triple during a new product launch or following a critical firmware upgrade. The ability to rapidly scale support while maintaining high quality standards becomes a distinctive competitive factor.

The customer service landscape in smart technology

Customer care in the smart tech sector faces peculiar challenges that distinguish it from other industries. The technical complexity of products requires highly skilled operators, capable of handling problems ranging from classic malfunctions to Level I technical support.

H24 availability for customers distributed in different time zones and the ability to provide multilingual support without compromising the technical quality of support become prerequisites. Forty percent of customers seeking quick answers to simple questions choose self-service tools, with knowledge bases among the most common and effective options.

Volume pressure and the need for automation

The smart technology sector generates a significantly higher volume of support requests than other industries. Every connected device represents a potential point of contact with customer service, exponentially multiplying interactions. During seasonal peaks, such as Black Friday or new product launches, traditional contact centers show obvious structural limitations.

Implementing self-service can reduce customer service costs by up to 75 percent, translating into annual savings of millions for companies. Companies managing IoT ecosystems with millions of active devices need systems that can:

• Process thousands of requests simultaneously without degradation of service quality
• Automatically identify malfunction patterns through analysis of ticketing data
• Enable intelligent escalation protocols that refer only complex cases to specialized operators
• Provide contextual technical documentation according to the specific problem encountered

The integration of physical and digital channels

The customer journey in the smart tech world is inherently omnichannel. A customer may begin a conversation via chatbot on the website, continue via email with technical documentation, and conclude with a phone call for on-site intervention. The discontinuity between these touchpoints is a major driver of dissatisfaction. Most users expect the same experience regardless of the interaction channel.

INGO’s solutions for the smart technology sector

INGO has developed a portfolio of solutions specifically designed to meet the needs of the smart tech market, integrating human capabilities and advanced automation technologies in a hybrid model that maximizes operational efficiency and service quality.
INGO’s approach is based on three fundamental pillars: more than a decade of experience in the technology sector, flexibility in managing large volumes through specialized teams and AI support, and capabilities in process analysis, standardization, and scalability.

INGO handles more than 60 thousand multilingual contacts annually for clients in the tech sector, with an average response time of 3 seconds. This performance is made possible by the integration of a 7-day-a-week Control Room, which proactively monitors clients’ technology infrastructure, detecting anomalies and malfunctions in real time through advanced monitoring systems and AI and Machine Learning technologies.

Intelligent automation: next-generation chatbots and voicebots

INGO’s automation solutions are distinguished by their ability to handle complex and technically complex conversations. Implemented chatbots do not simply answer predefined FAQs, but are trained on customer-specific datasets, understanding technical terminology, error codes, and advanced troubleshooting procedures.
INGO voicebots integrate advanced speech recognition technologies that enable automatic customer identification and instant access to all relevant data, as demonstrated in the AGN ENERGY case study..

Contact center software and omnichannel orchestration

The Platform Contact Center Software represents a complete solution for customer service orchestration in the technology sector. The system natively integrates all communication channels-voice, email, chat, social media, WhatsApp-into a single interface that allows operators to maintain conversational continuity regardless of the medium used by the customer.

Distinctive features of INGO contact center software:

• Intelligent routing based on technical expertise: requests are automatically routed to operators with specific expertise (networking, hardware, software, integrations)
• Dynamic knowledge base: technical documentation that updates in real-time as new cases are solved, accessible to both operators and automation systems
• Predictive analytics: identifying patterns that anticipate massive issues (e.g., bugs spread after an update) allowing proactive communications to customers
• Integration layer: native connection with CRM, ticketing systems, IoT monitoring platforms, and product databases

Hypothetical use case: automated assistance for electric charging infrastructure

A network operator with 15,000 charging stations spread across the territory implements the INGO voicebot to handle user reports and proactive monitoring of stations. The system is capable of:

• Diagnose column malfunctions (communication errors, dispensing problems, faulty connectors) in real time through integration with the backend platform
• Guide users in resolving common issues (RFID authentication failed, app not syncing, payment error) via step-by-step voice instructions
• Automatically activate remote reset procedures to restore the functionality of the column without the need for on-site technical intervention
• Identify recurring anomalies and open predictive maintenance tickets, optimizing the planning of field interventions
• Escalate to specialized technical support only 8% of cases, already providing all diagnostic data (error codes, system logs, maintenance history)

Result: 65% reduction in calls handled by human operators, average service restoration time decreasing from 35 to 9 minutes for remotely resolvable cases, and 40% increase in overall uptime of the charging network due to predictive maintenance.

The future of customer service in smart technology

The evolution of customer service in smart technology is converging toward increasingly predictive and autonomous models. The integration of conversational AI, behavioral analytics and process automation will create support ecosystems capable of anticipating problems before customers are aware of them. AI in customer service is expected to handle 85 percent of customer interactions in the coming years, radically transforming the role of human operators who will focus on complex cases and situations that require empathy and advanced problem-solving skills.
The hybrid approach, combining the efficiency of automation with the empathy and problem-solving skills of human operators, remains the winning formula for building lasting customer relationships in the world of smart technology. INGO solutions enable technology companies to focus on their core business (product innovation) by delegating customer care management to a partner that understands the specifics of the industry and has the technology infrastructure and expertise to provide enterprise-level support.

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Why rely on an external contact center

By choosing INGO as your customer service partner, you can optimize the work of agents by adopting artificial intelligence-based tools and giving more value to operator utilization.

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