Customer service is the core of business and marketing. With the rise of the internet, customer service is arguably more important now than ever before. Customers write reviews of companies, interact with them on social media, and can easily shop for alternatives if their needs aren’t being met. For the first time, customers are in control of the dialogue surrounding brands and companies more than the brands and companies themselves.
Customers don’t just want great customer service – they expect it. If their issues aren’t addressed swiftly and without a hassle, they can easily move to another company.
However, many manufacturing companies have had a hard time adjusting to this changing customer service landscape.
Contributing to most of these difficulties is a disconnected structure for their business operations built on a network of fragmented homegrown systems. This causes inconsistent and inaccurate analysis of data, information silos, and isolated processes.
- Build and maintain customer relationships – manufacturing companies tend to neglect their social media presence and other interactions with customers. Start a blog, keep up with social media, and engage your customers.
- Keep your promises – especially in the manufacturing industry, you won’t always be able to meet customer demands. And that’s ok! The worst thing you can do is promise a customer something and fail to deliver.
- Respond quickly – it’s important to email and call customers back quickly, even if you don’t have a solution for them yet. Keep them in the loop and let them know you’re working on it.
- Be friendly – no customer likes to interact with someone who appears to be unapproachable.
The good news is, technology makes it easier than ever to build and maintain relationships with your customers. Without ERP, many manufacturers have to overcome huge obstacles to deliver high-quality customer service. ERP software makes it easy for an agent to look up customer data and respond to questions and issues over a variety of media platforms, from anywhere.
Additionally, it is easier than ever to combine modern ERP systems with other platforms like CRM software. Integration at this level can provide a 360-degree view of your customer from prospect and sales to support, billing, and more.