Improving customer service in the 21st century....
Improving customer service in the 21st century....
(OP)
While many of our companies strive for "excellent customer service", given technology, I see all too often companies striving for an antiquated definition of "excellence".
Given the rapid development of technology, I thought it would be of value to ask/hear what your favorite suppliers are doing differently (or maybe even not doing differently).
Specifically regarding websites/technology, what features do you find the most beneficial/critical (drawing availability, configurators, live chat, forums, 24/7 support)?
With any luck, we can collectively glean a bit of group wisdom to take back and apply to our own organizations...
Given the rapid development of technology, I thought it would be of value to ask/hear what your favorite suppliers are doing differently (or maybe even not doing differently).
Specifically regarding websites/technology, what features do you find the most beneficial/critical (drawing availability, configurators, live chat, forums, 24/7 support)?
With any luck, we can collectively glean a bit of group wisdom to take back and apply to our own organizations...





RE: Improving customer service in the 21st century....
Mike McCann
MMC Engineering
Motto: KISS
Motivation: Don't ask
RE: Improving customer service in the 21st century....
Basically a project goes from inception to completion all on web based software where any authourized person can see what's going on.
Seems to really entice the bigger customers.
RE: Improving customer service in the 21st century....
That's actually a really good point, and part of my own struggle when looking at technology solutions.
Large & small customers often have very different needs...not to mention potential customers/leads, end users, and even suppliers.
I suppose one big take away (particularly with tech investments) is to fully understanding who you/the project is most concerned with servicing.
RE: Improving customer service in the 21st century....
Generally anywhere where there are multiple components that you have to ensure compatibility or or the like having interactive lists/links is usefull. For instance being able to select a connector, then have a link to comptible crimps, then a link to compatible crimp tools.
That kind of thing.
Of course, this is all trumped by getting good parts, at good prices, on time...
What is Engineering anyway: FAQ1088-1484: In layman terms, what is "engineering"?
RE: Improving customer service in the 21st century....
Until you know the difference, your efforts are wasted.
RE: Improving customer service in the 21st century....
I agree with this, but what of the engineer (or firm) that designs a building, and delivers to the contractors plans (a deliverable product) for said building. Is the the owner of the building the engineer's client, or customer?
Back on topic, what exactly is the "antiquated" definition of excellence? With the recession, customers (and clients) are rediscovering, and redefining value. Companies and firms who do not recognize and respond to this will surely suffer.
Although the OP narrowed the topic to websites or tech-based support, the multitude of industries makes the scope of the question huge. Every niche of every industry will have different answers to the question.
-TJ Orlowski
RE: Improving customer service in the 21st century....
Value is in the eye of the beholder. And it's so easy to spend time and money on improvements a dozen engineers might think are wonderful but that clients really don't care about.
But if you can invest in the right place, so you're really remarkable, small things can make a big difference.
Brien Charlton
charltonbusinesscoaching.com
RE: Improving customer service in the 21st century....
RE: Improving customer service in the 21st century....
The model does not usually need interior detail, but the envelope and the interfaces need to be accurate. They don't need perfect complete screw threads. McMaster's simplified screw threads are actually overkill. The native simplified representation for each package would be okay.
This is such a common practice now, and keeping up to date on all the 3D CAD packages is such a pain, that someone must be doing it as a service already.
Mike Halloran
Pembroke Pines, FL, USA
RE: Improving customer service in the 21st century....
What is Engineering anyway: FAQ1088-1484: In layman terms, what is "engineering"?
RE: Improving customer service in the 21st century....
Rafiq Bulsara
http://www.srengineersct.com