Published November 16, 2020
by Dave

Good customer service in the industrial manufacturing industry is about more than positive customer interactions. From large OEMs and distributors to small shops, utilizing the right tools for your business can make a huge difference in customer satisfaction and customer retention.

As the workforce continues to incorporate more digital technology, one of the areas it has impacted most is customer service. In fact, according to a study from Forrester Consulting, “sixty-two percent say technology will completely automate service technician dispatch, replacing call center and customer service center staff.” With this in mind, it’s important to think about what tools will help your business thrive.

Providing good customer service means providing service in a timely manner. If you don’t have the talent within your own workforce, consider a service marketplace to support how you provide service for customers. 54% of firms, according to the same Forrester study, are already investing in condition-based tools (i.e., tools that monitor a specific condition and send you an alert if the condition rises above or dips below what is considered normal) to help them provide better maintenance, and therefore better customer service.

We’ve put together a list of some of the most often utilized service technology tools in the industrial manufacturing industry, as well as why you might consider using them. While not every tool will work for every company, there are an abundance of tools and programs out there that can greatly help increase your customer service abilities.

Digital Customer Service Tools
    • Live Chat Customer Support

Live customer support is a great tool to utilize if you have enough people to manage this option. Not only does this allow your customers to receive immediate assistance, it also shows customers that you value their time and their business. A live chat feature can be placed on your website to allow customer service representatives to respond to chat messages from your customers in real time. That way, your customer gets the answers they are looking for without having to pick up the phone.

    • Chatbots

Chatbots allow you to create automated replies that run 24/7 to help people find answers to general questions, order statuses, etc. If you don’t have the manpower for live customer service chats, this is a great option. Chatbots can be used on your website or on other messaging platforms.

    • Social Media

Social media is a must in today’s digitally focused society. According to Accenture, half of online research on companies starts with social media. Potential and current customers will message social platforms with questions and comments, so knowing how to reply to these is essential. Active, informational social media accounts benefit both large and small companies when the responses are quick and accurate.

    • Ticketing Systems

If you find yourself getting inundated with customer service requests, you may want to consider a ticketing system. Ticketing or ticketing systems are an effective way to internally organize customer service interactions. It also helps to resolve issues efficiently due to having everything in the same place. Although ticketing systems are typically only used internally, some tools allow your customers to see exactly where they are in “line” to be helped.

    • Collect Customer Feedback

Customer feedback is one of the most vital, valuable sources of information. By collecting customer feedback through survey systems, you can gain insight on how your employees are doing and where you can improve.

    • The UP! Network

Customers care about seeing the right results efficiently and on-time. The UP! Network is a service marketplace that connects those seeking service to the right, local technicians who can provide that service. OEMs can use this innovative tool when they don’t have the talent in-house to complete the job, or when a technician won’t be available soon enough. With our text and video chat features, you can make sure the technician you’re sending to service someone’s machine has the right tools and knowledge for the job.

Finding the Right Customer Service Tools

Choosing the right digital tools for your company comes down to several factors, such as company size, number of customer service requests, and the type of service provided. There is an abundance of digital tools out there, so the first step is identifying your needs to make sure the tools you utilize meet your requirements.

Having the right customer service tools and software allows businesses to:

  • Automate formerly manual processes, saving time and money
  • Manage and share information about customer interactions
  • Collect customer feedback to gain a better understanding of where improvements could be made
  • More efficiently use scarce time and resources

One of the most important parts of providing high-quality service to your customers is to know the scope of the problem before you try to solve it. Networks like UP! can help you know exactly what you’re walking into because you can learn about and view the problem prior to arriving on site. With video and text chat features, you can show up to the job with the right parts and tools you need to get the job done efficiently. Learn more about UP! and join our network today.