蘋果手錶會成爲客服標配嗎

Could smart Watches make your sales teams or service agents more responsive to customer needs?

智能手錶能讓你的銷售或客服團隊更敏銳地把握客戶需求嗎？

Many businesses taking a chance on wearable technologies believe the answer to that question is “Yes,” suggests acorporate adoption study conducted by Salesforce in the weeks leading up to the Apple Watch release.

在蘋果手錶發售的前一週，客戶關係管理公司Salesforce就企業對這款產品的接受度進行了一項研究，最終發現許多把賭注押在可穿戴技術上的企業都作出了肯定回答。

More than one-third of the roughly 1,400 respondents already use wearable technologies on the job. A large majority (86%) plan to invest more in applications for smart watches, lanyards, bracelets, and eyewear over the next year.

在大約1400名受訪者中，超過三分之一已經開始在工作中使用可穿戴技術。絕大部分受訪者（86%）都計劃在明年花更多錢來購買智能手錶、繫帶、手鍊和眼鏡。

Not surprisingly, watches are getting most of the attention, with almost half the survey respondents suggesting they’ll have the biggest impact within corporate settings. Among the most anticipated usage scenarios: real-time access to customer information, instruction guides for field service teams, real-time alerts about everything from pricing changes to average call-center wait times, and training materials.

手錶受到了最多的關注，這點並不令人意外。近半數受訪者表示，它們將對工作環境產生極大的影響。包括實時獲得顧客信息；指導現場維修人員；實時警示價格變動、呼叫中心平均等待時間等重要信息；提供培訓資料等。

“Think of this, in the case of retail, I’m a manager or service worker. Now, I can make sure everyone who walks into the store gets a personalized experience,” said Lindsey Irvine, global director of strategic partnerships for Salesforce, which will have its first Apple Watch application available Friday when the first orders make it to customers’ wrists. “[These devices] can give you the right intelligence and predictive information you need, at the time you need it.”

Salesforce公司全球戰略合作伙伴關係主管林賽o歐文表示：“可以想想它在銷售中的作用，假設我是一名經理或服務人員。現在，我可以確保每位進店的顧客都能得到定製化的體驗。在你需要的時候，這些設備可以給你提供合適的情報和你所需的預測信息。” Salesforce的第一款蘋果手錶應用將在該產品開售時同步上線。

In short, wearables could be an invaluable tool for creating happy customers. “Data intelligence derived from wearables allows employees to know their customer’s behavior and patterns in advance, to better serve and know them in that micro-moment,” said Eric Berridge, CEO of Bluewolf, a marketing and sales consulting company that works closely with Salesforce, Marketo and Oracle. “Wearables allow enterprises to optimize this. The interface is on the body, rather than in pockets and bags where opportunities might be missed.”

簡而言之，可穿戴設備可以成爲讓客戶滿意的超級工具。營銷和銷售諮詢公司Bluewolf的首席執行官埃裏克o貝里奇表示：“來自可穿戴設備的數據情報可以讓員工提前得知顧客的行爲模式，只需一剎那，就能更好地服務和了解顧客。可穿戴設備讓企業得以優化自己的服務。它的界面就帶在身上，而不是放在不易被注意到的口袋或提包裏。”該公司與Salesforce、Marketo和甲骨文公司有密切合作關係。

Digital badges and “lanyards” such as the Nymi heart-monitoring device beat out eyewear (although only slightly) as the second most active area of interest. (Fitness bands were categorized separately.) These sorts of devices are being considered for applications such as access control for office buildings or hotel rooms, or as the payment conduit in resorts or theme parks. Disney’s MagicBands, which are RFID-enabled wristbands, are great example of a system that’s already up and running.

數碼胸卡和“繫帶”，比如Nymi的心率監測設備，超過了眼鏡，成爲人們第二感興趣的領域，儘管優勢十分微弱。（健康腕帶被單獨分爲一類。）人們正打算將這類設備當作進入辦公室大樓或酒店房間的權限卡，或是度假地和主題公園的支付途徑。迪斯尼公司的無線射頻識別腕帶MagicBands，就是一個已經開始運轉的優秀系統。

“We want more killer apps, and we want our customers to be building these things,” Irvine said, when asked about Salesforce’s motivation for the corporate adoption study. The company’s Salesforce Wear apps-creation software is meant to kickstart that creativity.

當被問到Salesforce爲何熱衷於做企業接受度的研究時，歐文表示：“我們想要有更多熱門應用，我們希望讓自己的客戶來開發這些東西。”爲推動這種創造性，該公司已經發布了一個旨在幫助開發人員創建可穿戴產品應用的軟件平臺Salesforce Wear。

Here are five other things you should know:

以下是你應當瞭解的其他五件事情：

1. After Apple Watch, survey respondents were most interested in applications for Google Glass

1. 受訪者表示，在蘋果手錶之後，他們最感興趣的是谷歌眼鏡應用。

2. Data collection is considered one of the largest adoption obstacles; only 8% indicated they’d be able to make use of metrics collected via wearables

2. 數據收集被認爲是採用可穿戴設備要面臨的最大障礙之一，只有8%的受訪者表示他們能夠利用通過可穿戴設備收集的數據。

3. While cost is the biggest motivator of purchases, business users also want devices that multitask

3. 儘管價格是影響購買行爲的最大因素，商業用戶也希望可穿戴設備能夠完成多重任務。

4. Three-quarters of businesses that already use wearables report a positive impact on performance

4. 在那些已經使用可穿戴設備的企業中，有四分之三表示企業的業績有所提升。

5. More than half of companies expecting to make use of these gadgets expect employees to “bring their own”

5. 超過半數想要利用可穿戴設備的公司，都希望員工能夠“自帶設備”。