The Internet of Things (IoT) will become a “cornerstone” of excellent customer service, according to a new report from research firm Frost & Sullivan.

The IoT “is rapidly interlacing with every business and consumer product,” the firm says, and the success of IoT enables and is dependent on strong customer service and support. IoT technologies can create a strong return on investment (ROI) by reducing support costs, increasing customer loyalty and referrals, uncovering insights to cross-sell or up-sell to customers and developing customer-appealing products, the report says.

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