REVIEW OF THE BENEFITS AND CHALLENGES OF IOT IN NIGERIA BUSINESSES: CUSTOMER SERVICE

ABSTRACT

The Internet of Things (IoT) is changing the conventional way of doing business, worldwide. The focus of business is on reducing the cost that pertains to attracting and retaining customers, while rendering service to them. Although this may not be a new approach, the objective of this paper today is now more on improving Quality of Service (QoS) in IoT edges business outfits. This paper examines and reviews the prospects and challenges of IoT application in customer service operations in Nigeria business. The study has shown that application of IoT in customer service helps companies in Nigeria to provide robust and timely response and support to their customers, as well as facilitating real-time monitoring of the way customers buy products and the performance of a given product throughout its life cycle. This way, companies provide predictive and preventive actions by informing customers ahead of time about the problem they might face and offering a solution or service to issues that they might encounter in the near future. However, a company adopting and implementing IoT in Nigeria should be aware of certain issues and threats such as attitude, compatibility, privacy and data security. It is recommended that before IoT is integrated in a business model, certain questions should be considered before implementation.

Keywords: Business, Customer Service, Internet of Things, Quality of service