A STUDY ON ROLE OF IOT IN BUILDING A CONTINUOUS CUSTOMER SUPPORT MANAGEMENT

The growing Internet of Things (IoT) has significantly changed the way organizations engage with and support their customers.Conventional customer support mechanisms, which are often reactive and event-driven, are not equipped to handle the ever-changing demands of today's customers, who require immediate, personalized, and continuous support.This paper examines the use of IoT in improving Continuous Customer Support Management (CCSM) by incorporating real-time data, predictive models, and automated response capabilities into customer relationship models.Through a thorough examination of recent literature from 2021 to 2026, the paper has identified the major contributions of IoT technologies, which include real-time customer behaviour tracking through IoT devices, predictive problem resolution, enhanced personalization of support operations, and smooth integration with Customer Relationship Management (CRM) software.The growing Internet of Things (IoT) has significantly changed the way organizations engage with and support their customers.Conventional customer support mechanisms, which are often reactive and event-driven, are not equipped to handle the ever-changing demands of today's customers, who require immediate, personalized, and continuous support.This paper examines the use of IoT in improving Continuous Customer Support Management (CCSM) by incorporating real-time data, predictive models, and automated response capabilities into customer relationship models.Through a thorough examination of recent literature from 2021 to 2026, the paper has identified the major contributions of IoT technologies, which include real-time customer behavior tracking through IoT devices, predictive problem resolution, enhanced personalization of support operations, and smooth integration with Customer Relationship Management (CRM) software.The results show that IoT-enabled systems not only improve customer satisfaction and engagement but also allow organisations to predict problems, proactively react to them, and maintain 24/7 support on a large scale.Moreover, IoT data enables automated updates of the knowledge base and dynamic support processes, resulting in increased operational efficiency and faster resolution times.Although IoT has numerous benefits, the paper points out the challenges associated with data privacy, security, compatibility, and cost-effectiveness that need to be overcome to fully leverage the benefits of IoT in continuous support settings.The paper concludes by proposing future research directions in the area of secure IoT protocols, compatibility frameworks, and empirical studies on the long-term effects of IoT on customer support.Customer support services are more dependable now: 46.5% agree and 27.1% strongly agree that customer support services have become more dependable due to technology, whereas a smaller percentage remain neutral or disagree.Customer support services are more dependable now: 46.5% agree and 27.1% strongly agree that customer support services have become more dependable due to technology, whereas a smaller percentage remain neutral or disagree.Technology helps reduce customer support expenses: 47.4% of respondents agree and 18.4% strongly agree that technology helps reduce customer support expenses, while some respondents remain neutral or disagree.Technology helps maintain long-term customer relationships: 45.6% agree and 18.4% strongly agree that technology helps organizations maintain long-term relationships with customers, although a small number of respondents are neutral or disagree. V.