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Modern industries are innovating by leveraging technological advancements like AI to predict customer needs and deliver tailored solutions. Manufacturers have recognized the growing importance of customer service in their operations, given that customers expect good customer service alongside quality products.
To meet this expectation, manufacturing firms should provide top-tier support to customers both before and after a sale.
Here, we’ll discuss the need for customer service in manufacturing, highlight best practices, and identify service software to suit your needs.
Why is customer service important in manufacturing?
Quality products are often not enough to retain customers today. The services you offer alongside your products—free delivery, warranties, technical support, and an easy refund policy—are what give you a competitive edge.
According to a Salesforce study, 79% of customers believe that the experience a business offers is just as important as the products it sells.
Good customer service can impact your manufacturing business in many ways. Here are just a few:
Encourages repeat business
Manufacturing firms work primarily through performance-based contracts with other organizations that are outsourcing their production. Good customer service can help you create a positive customer experience that encourages contract renewal.
For example, when you provide personalized customer support in combination with effective communication, you can forge deeper connections with your customers. You’ll be able to understand what they really need. This information can help you offer products that meet their standards and build solid relationships with them for future sources of work.
Breaks down silos between sales and production teams
An information silo means knowledge is confined within a specific team, making it difficult for other teams to access, share, or use it.
Breaking information silos down facilitates cross-team collaboration, which enables your firm to create a product that meets every aspect of the customer’s requirements.
Your sales and production teams should be aligned to gain a wider view of your customers’ needs. Equip your customer service team with the right technology, and they can help the sales team optimize marketing campaigns to generate more revenue. The production team can then actively predict and tailor production pipelines, reducing waste and cutting overhead costs.
Grants a competitive advantage
Manufacturing companies often offer similar products at the same price in the market, and customer service can be the key differentiator between them. Customers expect to be valued and heard when engaging with a brand, and they prefer companies that meet that expectation.
Prioritizing customer needs throughout the supply chain can help you build strong relationships, enhance brand loyalty, and outperform your competitors.
Expands your customer base
Customers prefer companies that respond to their complaints promptly in addition to providing quality products that match their preferences. Excellent customer service means more satisfied customers, who are more likely to endorse your product to their friends and family. They frequently serve as an impromptu marketing tool.
A good brand reputation allows you to obtain new customers without costly advertisements and promotional campaigns.
Boosts revenue
A Khoros study shows that 43% of customers are more likely to purchase a product from a brand after a great customer service experience.
Quality customer service increases your overall sales since you’ll be able to upsell and cross-sell products. This significantly increases customer lifetime value.
Your manufacturing business can retain valuable customers and recurring revenue by addressing customer concerns and exceeding expectations.
Helps you gather customer feedback
Happy customers are often more willing to give feedback on product design, quality, and functionality. Getting customer feedback can help you come up with new products that meet customer needs.
By collecting customer satisfaction surveys, you can find out what you’re doing well and where you’re falling short when it comes to customer expectations for your products. Client reviews can even provide ideas to improve your products.
Customer service best practices in manufacturing
In the past, manufacturing companies focused more on improving products than customer service. Today, customer service is a necessity, and you should implement a more service-oriented approach to be able to thrive.
To provide top-notch customer service in your manufacturing business, you can adopt the following best practices:
Collect feedback and analyze customer data
Customers can often leave comments on their experience after an interaction with your team. Dive deep into this feedback on your customers’ preferences and expectations to better understand them.
When you collect feedback, you can learn whether your product meets customer expectations or if your production chain needs improvement. Additionally, this feedback can help you understand customers’ pain points.
Use this data to provide personalized customer service by tailoring products to customer needs and responding promptly to any issues that might come up.
Provide omnichannel customer service
You can streamline customer interactions and provide more personalized support with effective omnichannel communication. Customers expect you to be available both online and in person to provide support, guidance, and expert tips on your products.
You can implement an omnichannel inbox to ensure consistent support across different platforms like email, live chat, and social media.
Enable self-service options
Salesforce’s State of the Connected Customer survey shows that 61% of customers prefer businesses that offer self-service options that let them handle issues independently.
Set up self-service options with the following tips:
- Implement a comprehensive knowledge base system to provide customers with user manuals and guides on how your products work.
- Set up community forums for customers to assist each other alongside your answers in the forum.
- Use chatbots to provide responses to frequently asked questions and deliver 24/7 customer service.
Leverage advanced technology
Technology is a universal influence in manufacturing, especially when it comes to reducing costs, innovating products, and improving efficiency. Here are a few examples:
- Predictive maintenance uses AI to analyze machine data, predict potential failures, and schedule maintenance proactively, reducing any required downtime.
- AI-powered robotics and automation increase production speed and accuracy while freeing employees to focus on more complex tasks.
- 3D experiences and 360-degree photos enhance how you market your products by giving clear visuals.
- Internet of Things devices like digital control systems can be used to capture and harness large volumes of data. You can use this data to streamline various processes, manage your resources, and improve productivity and efficiency.
These tools can help you improve your customer service processes and boost customer satisfaction.
Manufacturers can adopt sophisticated technologies like VR and AR to:
- Give customers a detailed preview of products virtually before purchase.
- Help manufacturers train employees and coordinate with their customers.
- Assist customers in identifying issues remotely and fixing them without the help of a field technician.
Manufacturing businesses need to be aware of current technology if they want to keep up with competitors and produce unique, complex products.
Foster a team-wide approach to customer service
Manufacturers need to embrace a culture of unity across all teams, including technical and frontline workers and sales teams. Each of your teams should be focused on prioritizing customer service to ensure the success of the company.
You can invest in customer service training to instill a customer-centric attitude among staff, regardless of their department.
Customer service should be a focus for all teams, not just the ones that interact with clients directly. It should be an objective for your entire company.
Prioritize sustainability and transparency
Customers expect sustainable products that are friendly to the environment, especially when looking for a manufacturer.
According to a study by Capterra, consumers’ willingness to pay for sustainable products increased by an average of 8% from 2021 to 2022.
You can practice sustainability by:
- Using sustainable materials.
- Employing eco-friendly production methods.
- Reducing waste and emissions.
You should also put measures in place to care for your consumers’ well-being. Publicizing allergen information, for example, can keep your customers informed about your products. This transparency demonstrates to customers that you care.
Track customer service KPIs
Regularly define and track customer service KPIs through CSAT surveys and net promoter scores. This will help you identify how satisfied your customers are with their overall experience. With the resulting data, you can analyze your team’s performance and identify areas for improvement.
Research by Salesforce shows that 74% of manufacturing managers believe a data-driven customer service approach will be their main revenue source in 10 years.
Customer service teams should adopt advanced data analysis strategies to get insight into customer preferences and behavior.
The future of customer service in manufacturing with BoldDesk
BoldDesk® is comprehensive AI-powered customer service software that streamlines your support operations, allowing you to resolve customer requests promptly with minimal effort.
Its features can help your manufacturing company manage customer requests, automate tasks, and collaborate seamlessly with a single user-friendly platform.
Pricing is scalable and flexible for you to give remarkable customer service to your clients at a cost that works for you.
Key features:
- Ticketing system: Automatically convert support emails to tickets and route them to appropriate agents based on predefined rules.
- Knowledge base software: Empower your customers with a self-service information repository.
- Live chat: Provide real-time communication with clients on your website.
- Omnichannel inbox: Manage customer inquiries from across different channels in a single unified inbox.
- Integration options: Link BoldDesk with your favorite apps to streamline support processes.
- Automation: Handle repetitive tasks automatically to improve efficiency and ensure smooth workflows.
- Artificial intelligence: Complement support agents with AI that provides quick, accurate, and tailored responses to customer issues.
- Task management: Assign and track the progress of tasks for enhanced productivity.
- Unlimited customization: Modify the help desk to match your product design or brand.
- Reports and analytics: Generate reports linked to agent performance, customer satisfaction, and ticket resolution times to make informed decisions.
Enhance customer service in the manufacturing field for greater success
Providing exceptional customer service in the manufacturing industry is a strategic move in a competitive marketplace.
Adopting the best practices we’ve outlined here is only half the battle. You’ll also need to invest in robust customer service software to monitor customer journeys, build connections, and enhance your brand’s reputation.
Are there any future trends or best practices that we didn’t mention? Share your thoughts in the comment section below.
Get in touch with our support team to schedule a live demo and discover how BoldDesk can help you scale the heights of manufacturing customer service. You can also sign up for a 15-day free trial today!
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