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

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.

RECENT ARTICLES

Panasonic and Jasmy unveil Web3 Platform for IoT data control

Posted on: March 28, 2024

Panasonic has joined forces with Jasmy (JASMY) blockchain to introduce a Web3 platform that will facilitate the connection of personal data on the Internet of Things (IoT). The collaboration between the Japanese-based blockchain and Panasonic Advanced Technology was initiated in February, but the official announcement was made on March 26.

Read more

Driving connected personalised user experiences with Generative AI

Posted on: March 27, 2024

As the world continues to rapidly move towards digitalisation, customer expectations are also on the rise. Around the globe, telcos are grappling with meeting these expectations. As well as ensuring connectivity in a secure, seamless, and consistent manner 24/7, to compete and differentiate, operators now need to provide personalised experiences that are as unique as

Read more
FEATURED IoT STORIES

What is IoT? A Beginner’s Guide

Posted on: April 5, 2023

What is IoT? IoT, or the Internet of Things, refers to the connection of everyday objects, or “things,” to the internet, allowing them to collect, transmit, and share data. This interconnected network of devices transforms previously “dumb” objects, such as toasters or security cameras, into smart devices that can interact with each other and their

Read more

The IoT Adoption Boom – Everything You Need to Know

Posted on: September 28, 2022

In an age when we seem to go through technology boom after technology boom, it’s hard to imagine one sticking out. However, IoT adoption, or the Internet of Things adoption, is leading the charge to dominate the next decade’s discussion around business IT. Below, we’ll discuss the current boom, what’s driving it, where it’s going,

Read more

9 IoT applications that will change everything

Posted on: September 1, 2021

Whether you are a future-minded CEO, tech-driven CEO or IT leader, you’ve come across the term IoT before. It’s often used alongside superlatives regarding how it will revolutionize the way you work, play, and live. But is it just another buzzword, or is it the as-promised technological holy grail? The truth is that Internet of

Read more

Which IoT Platform 2021? IoT Now Enterprise Buyers’ Guide

Posted on: August 30, 2021

There are several different parts in a complete IoT solution, all of which must work together to get the result needed, write IoT Now Enterprise Buyers’ Guide – Which IoT Platform 2021? authors Robin Duke-Woolley, the CEO and Bill Ingle, a senior analyst, at Beecham Research. Figure 1 shows these parts and, although not all

Read more

CAT-M1 vs NB-IoT – examining the real differences

Posted on: June 21, 2021

As industry players look to provide the next generation of IoT connectivity, two different standards have emerged under release 13 of 3GPP – CAT-M1 and NB-IoT.

Read more

IoT and home automation: What does the future hold?

Posted on: June 10, 2020

Once a dream, home automation using iot is slowly but steadily becoming a part of daily lives around the world. In fact, it is believed that the global market for smart home automation will reach $40 billion by 2020.

Read more

5 challenges still facing the Internet of Things

Posted on: June 3, 2020

The Internet of Things (IoT) has quickly become a huge part of how people live, communicate and do business. All around the world, web-enabled devices are turning our world into a more switched-on place to live.

Read more