E-shops are increasingly the preferred way of shopping. Customers usually consider an overview of stock status, order status and the possibility of communication via a selected communication channel as a common standard. How can this standard be approached in a manufacturing company? What are the possibilities for streamlining and improving customer care?
The sales manager wants customers to be happy with their purchase and for salespeople to be able to focus on taking care of existing customers and acquiring new clients. However, in a manufacturing company, they often have to deal with how to deal with frequent customer inquiries. Clients ask about the status of production or delivery of their ordered product. Whether it is a custom-made window, a packaging film for an unconventional bottle or perhaps a dream car. The customer wants to know when they will receive the ordered goods.
However, this sometimes means extreme situations, especially for salespeople of manufacturing companies. They spend a lot of time handling customer inquiries because they did not receive the necessary support within the contact center. An increasingly common solution is to use a web contact form. But where does the information end up and who actually handles the request? How to best deal with such inquiries, how to immediately get an overview of the goods, the order or the questions asked?
Let’s look at several possible solutions that come directly from practice and answer the question of what customer service can look like in today’s digitalized era. Is it necessary to employ more people to handle inquiries?
Salesperson record in CRM
In our company, we use CRM functions, in which salespeople chinese overseas europe database record incoming phone calls with a precise description of the request. This can be, for example, a question about the status of production or service. equipment service. If the back office also has access to CRM, it will take over and handle the request.
Integrated switchboard in CRM
Based on an incoming call, customer service representatives can see at a glance who is calling, what company they are from, and their history with the customer using a switchboard integrated into the CRM. With this information, they are well prepared to respond to inquiries.
Web form
When a customer decides to ask a question via a web form, the information is ideally transferred to the CRM and a record is automatically created that is assigned to a specific question solver. A web form is a good tool for existing clients. If it is a potential/new customer, the salesperson should jump at the opportunity and contact them with a solution.
Automation and transactional mailing
By automating customer service means providing essential effective methods of promoting your business online information about the status of a solution, whether it is manufacturing a new product, ordering product service, or handling a potential complaint. This can be achieved by a series of transactional emails that are automatically sent based on a change in status recorded by the internal system. Pre-set email templates with a certain amount of personalization regularly inform the customer, for example, about the completion of production or the expected delivery date to the client.
For complaints, you may receive an email acknowledging receipt of the complaint, information on the status of the complaint, and a final report on the outcome of the complaint procedure.
Customer portal
There is also the option of not sending all this information by email or SMS, but publishing it using the customer portal on the website .
Automation transactional mailing
The basis is a unified platform that will contain all information about the customer based on contact, order and production information.At the beginning of the entire process, the customer receives a unique link to a secure portal in an e-mail along with login details. After logging in, they can see all information about the status of their order.
The last two described options mean a proactive approach to the customer, providing added value , which then results in information and therefore greater client satisfaction . For a manufacturing company, this will ensure that people will be able to fully concentrate on their work , acquiring new business opportunities and developing the company. .
We cannot do without human capital in our communication thailand data with the customer. However, as the examples above show, we can make their activities more efficient and at the same time strengthen the relationship with the customer by using all the necessary information we have about them to appear professional and make the customer .