<img src="https://secure.leadforensics.com/133892.png" alt="" style="display:none;">

With the manufacturing industry becoming more turbulent over the past few years, it's essential to provide great experiences for your customers in times like these. Why does this matter? With fragmented supply chain disruptions becoming more frequent as a result of the pandemic, it means that despite this challenge, you can always be there for your customers to protect your reputation.

You can do this through enabling an always-on service. Here, we’ll explore four ways this enhances your customer experience throughout your manufacturing operations:

1. Improves your scalability

The impact of fragmented supply chains continues to affect companies worldwide, with manufacturers struggling with their sourcing strategies for their warehouses. For example, 28% of industry professionals experienced stock shortages during the Covid-19 crisis, leading to delays with customer orders.

With the always-on service, you can improve your resource management thanks to its advanced scheduling tools. This way, you’ll be able to identify where stock is running low and where there’s an upcoming peak in product demand through predictive insights, helping you meet customer expectations.

customer experience in manufacturing

2. Ensures your customer service teams have access to the right tools every time

A Microsoft survey found that 72% of customers expect a company to know who they are when they contact their customer services team. If your data is siloed, this creates a challenge as your customer service teams will need to source important information from different departments, leading to:

  • Outdated information as by the time your teams have found the data they’re looking for, it will likely be out of date
  • More leg work for your teams to access the information the customer requires, such as their order status
To solve this, enabling always-on services provides a 360-degree view across the entirety of your customer assets, allowing you to improve your customer experience by:
  • Creating connected and empathetic customer experiences –when they next look at dealing with your manufacturing business, your team can identify their name, address, and order history, offering better convenience and increased personalisation
  • Improved customer satisfaction – the quicker you’re able to pinpoint and resolve an issue with an order before it’s too late, the better experience they’ll have
  • Providing convenience for your workforce – your customer service departments won’t have to keep going back and forth to retrieve the information they need, helping you save time

customer experience in manufacturing

3. Ensures you provide proactive customer experiences rather than reactive

Reaching out to your customers about any issues or updates with their order instead of waiting for them to contact you will increase the level of trust. For instance, if you can see you’re going to struggle to complete their order on time, you’ll need to let them know well in advance there’s going to be a slight delay.

Always-on services allow you to do this through automatic text updates, which can be triggered within your production lines if there's any issues.

Additionally, for your customers who purchase products from you on a contractual basis, you can protect your revenue streams through automatic renewals. This increases your efficiency as your teams won’t need to chase for future payments, and also increases the convenience for your customers as they won’t have to manually renew their contracts.

4. Allows you to be there for your customers on a 24/7 basis

To improve customer experience in manufacturing, always-on services offer virtual assistants like automated chatbots, ensuring you're there for your customers around the clock. 64% of internet users say a 24-hour service is the best feature of a chatbot, meaning it’ll make your customers feel empowered by being ready to answer their queries, no matter the time.

customer experience in manufacturing

Additionally, you can provide personalised responses to any queries. When asking about a customer’s order details, invoicing, and delivery, you can take advantage of virtual assistants to provide information relevant to their interactions with your business. This means you can maintain a high level of customer experience even when your teams are away, and consequently, they’ll be less burdened to deal with non-urgent matters.

Learn more about enabling always-on services in our infographic

Now that you understand how an always-on service can benefit your customer experience in the manufacturing industry, how can you guarantee this’ll provide value in the long run?

In our infographic, we dive deeper into the main pain points of businesses and how always-on services can help resolve them for now, and in the future, as well as:

  • How to achieve insights-based collaborative sales acceleration
  • Ways to better engage with your customers via digital channels
  • What our value envisioning workshop will offer your manufacturing business

Interested? Get your copy below.

Find out more

Topics

Discuss this post

Recommended posts

The number of ways a customer engages with a brand is forever evolving, with omnichannel experiences (i.e., looking on a website via one device and purchasing through another) being considered as the norm nowadays.
In the current challenging market conditions, it's important to focus on initiatives that can improve your strategy and help grow your business. One key approach to reaching your customers and making an impact is through marketing automation and the personalisation of your marketing messages and content. Marketing automation steals the show in Microsoft’s latest marketing features, released in 2022. Over half of the new features released from February to August 2022 focus on real-time marketing, personalisation and customer journey automation, with several new and improved integrations to make data capture/usage and output more effective. There have been over 20 new features released so far this year and more still to come in the Wave 2 release expected from October 2022. With improvements and changes being released constantly, it can be hard to keep up with what's new and figure out how to use these new features. That's why we've put together our top picks of the new features now available in Dynamics 365 Marketing, with insights and links to help you get started. Note: based on my experiences, I've ranked each feature in terms of effort level to implement, complexity and its potential impact level on business processes. These ratings may differ depending on your company's needs. Star rating ⭐⭐⭐⭐⭐ = highest ⭐ = lowest
The customer is always right. While that may or may not be the case, one thing is for certain - the customer can be a treasure trove of vital information you can and should use to achieve better marketing and sales results. In the B2B sector, whether you’re in the manufacturing industry or food packaging and beyond, ensuring stellar CX is one of the most powerful ways to drive customer acquisition and retention.
The need to deliver better customer experiences (CX) has been a key focus for B2C businesses for some time. However, as products commoditise, excellent CX is becoming an important metric to differentiate companies, regardless if they’re B2C or B2B.
Today’s B2B organisations are discovering their customers are just like any other – they want a more B2C-like customer experience (CX) than ever before. And this discovery is changing how manufacturers view and implement their CX strategies.
right-arrow share search phone phone-filled menu filter envelope envelope-filled close checkmark caret-down arrow-up arrow-right arrow-left arrow-down