Customer Service in the Manufacturing Industry

 

Customer Service in the Manufacturing Industry


Today’s manufacturing industries don’t operate in the same way as they did even until a few years ago. Advancements in automation, Artificial Intelligence (AI), the Internet of Things (IoT), and Big Data have made manufacturing industries smarter. Modern manufacturing plants can now capture and harness large volumes of data generated from all their various processes.

The advancements in technology have also led to the creation of a connected ecosystem between manufacturers and consumers. Swastik Paper Machine is a famous Tea Cup Making Machine in Assam. This has, in turn, led to the creation of a new category of consumers and business buyers. Consumers today are more aware than ever of the choices that are available to them and will not hesitate to take their business elsewhere if they feel that their needs aren’t getting met.

The need for customer service in manufacturing

To live up to the higher expectations of the new-age consumer, manufacturers must not only leverage technology to deliver high-quality products, but also use it effectively to deliver high-quality customer experiences.

As we established earlier, today’s consumers are more empowered and connected than ever. Adding to this, according to Salesforce’s revolutionizing customer services software report, 52% of executives surveyed from manufacturing companies state that they are finding it increasingly difficult to compete based on product quality alone.

Among the same group, a whopping 86% of executives now believe that customer service can now be a key differentiator.
customer-service-manufacturingGet It Made was established in the UK in 2011. By 2019, with the growth of the company and the client base, they soon realized that customer communication was no longer efficient and that their customer service had taken a huge hit. There were several instances of missed emails, duplication in communication, and back and forth between team members leading to delayed deliveries and unhappy customers.

That’s when Luke Smoothy, the founder of Get It Made, decided to go back to the drawing board and take a customer service-oriented approach to put an end to the chaos. Get It Made picked Hiver, a Gmail-based customer support software to help them achieve customer service excellence. With Hiver, they were able to streamline communication and workflows, keep track of critical customer and project-related information, and most importantly, have access to real-time customer service metrics.

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