Customer Service in the Manufacturing Industry
Challenges
Timely, efficient, and reliable field service is critical to the success of manufacturing businesses. The needs are often urgent, and the service tends to be technical, so managing all the relevant factors and keeping your team in sync can be challenging.
The manufacturing industry faces specific customer service challenges due to the nature of its operations, complex supply chains, and unique customer requirements. Here are some of the biggest hurdles regarding customer service in the manufacturing industry.
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Supply chain disruptions: Disruptions in the supply chain, such as material shortages, production issues, and transportation delays, can impact order fulfillment. In these cases, timely and accurate communication is crucial.
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Timely and accurate communication: Manufacturing processes often involve numerous stages, from initial inquiry to production, delivery, post-sales support, and maintenance. Coordinating these complex workflows while providing real-time updates to global customers can be demanding.​
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Field service and on-site support: Coordinating field service activities, managing service technicians, and ensuring timely responses to customer service requests can be problematic, especially in geographically dispersed regions.
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Global customer support: Many manufacturing companies operate globally and serve customers across different time zones and language areas. Providing consistent support and addressing customer inquiries promptly across these diverse geographical and linguistic contexts can be demanding.
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Customer expectations: The telephone has traditionally been the main customer communication channel, but today, customers expect instant support via email, live chat, and remote diagnostics. Offering real-time multichannel support still poses a challenge to many manufacturers.
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These issues can impact the quality of customer service and the customer experience in the manufacturing industry. Manufacturing businesses must adopt new technologies and develop internal processes and workflows to overcome these challenges and improve customer satisfaction and retention.
Fluentic app with Salesforce Service Cloud makes field service more efficient. As part of your Service Cloud, it can help improve collaboration and customer satisfaction, leverage AI for better communication, and reduce the in-person visits necessary to support your customers.
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Multilingual support in the Manufacturing Industry
Multilingual customer support is essential for the manufacturing industry, especially in today’s highly competitive global marketplace.
To build robust multilingual customer support, manufacturing companies have traditionally invested in language training, hired multilingual staff, and utilized translation and interpretation services.
Field service management is a critical aspect of customer service in the manufacturing industry. However, coordinating communication between customers, support teams, and technicians can be challenging, particularly without a shared language.
Today, leveraging AI and translation technology is instrumental in overcoming global language barriers. Centralizing and managing customer cases through digital channels saves time and reduces costs, making customer service operations more efficient.
Fluentic’s AI-powered Salesforce translation solution for customer service automation helps improve efficiency and customer satisfaction in the manufacturing industry. Our clients in the manufacturing sector have seen significant benefits since adopting the Fluentic app.
Benefits
Fluentic’s AI-powered translation solution for multilingual customer service offers relief for many of the common challenges in the manufacturing industry. Our customers have experienced several benefits since implementing the Fluentic app.
Cost savings
By removing the language barriers, customer support can be handled more cost-efficiently from a centralized location, enabling 24/7 support through digital channels with the existing support team.
Improved customer experience
When customers can easily communicate and receive assistance in their native language, it fosters trust, satisfaction, and a positive perception of the manufacturer. Positive experiences lead to better customer retention, brand loyalty, and referrals.
Standardised communication
Maintaining a standardized approach and unified experience across channels and locations, ensuring that customers receive consistent information, regardless of the language in which they communicate.
Speed and responsiveness
Immediate translations between the customer and support personnel or technician allow customers to access support at any time, regardless of their language or location, ensuring prompt responses, quicker problem resolution, and faster customer service.
Efficient troubleshooting and resolution
Offering unlimited, multilingual customer support reduces the chances of misunderstandings and facilitates efficient problem resolution, leading to better customer satisfaction.
Scalability and efficiency
When language barriers are removed, manufacturers can handle a high volume of customer inquiries and provide consistent and prompt responses, improving efficiency and reducing the need for manual intervention.
Automating multilingual customer support with Fluentic offers significant benefits to manufacturers, solving language-related problems and enhancing customer service operations.
By using Fluentic to bridge language gaps, manufacturers can maximize the potential of their digital channels, improve efficiency, reduce costs, and deliver exceptional customer experiences in a global marketplace.
