Regardless of what type of business you're actually running, one of the most important elements that you need to concern yourself with on a daily basis is the satisfaction of your customers. But the drive to maintain satisfaction becomes twice as important (and twice as difficult) when you're a manufacturer that doesn't ship direct to customers.
Simply put, customers make or break a business-- you could offer the best products and services in the world and you still won't be successful if customers are dissatisfied for whatever reason.
The Nature of Customer Satisfaction Is Changing in the Digital Era
In years past, maintaining positive customer satisfaction involved answering the phone in a timely manner and addressing whatever concern a customer may have. But we live in a very different world, however, when issues like data breaches have been making headlines and poor call center experiences are driving away customers in droves.
Luckily for manufacturers, there are various types of integrated IT and logistics solutions programs that can be deployed to help off-set end-customer dissatisfaction in a variety of different ways.
If you're managing your own customer support in-house, you may find it useful to employ a help desk portal for your business that streamlines the customer service process and minimizes poor call center experiences. When a customer has an issue with a product, they can create a ticket in an online help desk portal from the comfort of their own homes.
They don't even need to pick up the phone.
Once the ticket is created, your customer service representatives are immediately notified and can go to work fixing the problem to the customer's satisfaction.
The right IT system allows you to track the issue from all points of the process, from the moment it is originally reported to the moment it is resolved. All information pertaining to the issue is contained within a centralized database that can be accessed by any employee at all times.
Why Choose an Integrated System?
The benefits of these types of logistics solution can be broken down into a few key categories.
For starters, they allow call center times to be minimized because more customers can get satisfactory resolutions to their issues without picking up the phone and waiting on hold for an indefinite period of time. The customers who do need phone responses from a customer service representative also benefit, as there will be less people calling in general which means less time waiting on hold for these individuals as well.
When a customer contacts your call center, the employee they speak with can note any and all relevant information in a centralized database that all other departments have access to. All information relevant to the issue at hand is thoroughly tracked through all parts of the process.
And when all departments have access to the relevant information at all times, the system allows for much easier and faster solutions to these issues-- whether it’s shipping logistics or a problem on the floor.
These types of logistics solutions make sure that everyone has access to all important information and that no customer issue falls through the cracks, which will lead to much higher customer satisfaction levels overall.
Customer satisfaction (or dissatisfaction) should always be at the forefront of your mind.
If your customers are disappointed with the experience you're offering for any reason, they will quickly find someone else to fill whatever need they have. By deploying the right types of logistics solutions in the appropriate ways, you can help solve customer dissatisfaction issues that are arising from modern day phenomenon like poor call center experiences and data breaches.