Attensity Solutions for the Manufacturing Industry
Get early warning on product issues and increase customer retention with automated yet personable product- and customer service delivery.
The Internet has forever changed how consumers are buying, and no other industry has seen a more profound impact on the way you are used to doing business than the manufacturing industry. The Internet continues to drive consumers of appliances or consumer electronics directly to manufacturers for customer service. Just a decade ago, you were a faceless mass producing entity that had little interaction with your customers and you had to rely on local dealer networks and retailers to extend customer support. Those days are gone. You are now directly engaging with your customers on product warranty and service related questions. Now manufacturers have the awesome opportunity and responsibility to readily provide up-to-date product information and informed feedback directly to your customers –locally and on a global basis. You can now build a personal relationship and take full ownership of retaining your customers, while getting actionable insights into product quality issues so you can make your products better.
"Customers write a book for us every day; we just don’t read it. With Attensity we do, and we use this information to better serve our customers."
Tom Welky, Senior Vice President, Whirlpool Corp.
Now, more than ever, you need to know what your consumers are truly saying to you and more importantly, about your products among each other. “Where are my customers looking to find product recommendations? What are others users saying about their product purchases? How can I better serve them?” With word-of-mouth on the rise through online conversations in blogs, forums and reviews, consumers are actively exchanging opinions about all types of products. During the current economic downturn, big ticket purchases like a washer/dryer combo or a car dictate that today’s more sophisticated and more disciplined consumer spends hours online to review and listen to other consumers before they even come your way. You must listen as critical feedback fuels improved future product development, reduces your overall warranty costs through early warning on issues and ultimately delivers more loyal customers.
Consumers are getting direct: Are you prepared?
With your customers talking directly to you and online to each-other, the middlemen layer has been removed and you’ll hear valued customer experience in many “unstructured formats” via a growing number of channels:
- Emails, e.g. direct order requests and product related questions beyond the posted FAQs on your website
- Surveys and product registration forms
- Warranty claims that offer early warning for safety and warranty issues
- Service and repair notes
- Call notes in the contact center
- CRM databases
- Online blogs and product review forums issuing unfiltered customer recommendations and “caveat emptor” warnings
- Independent third-party product review and rating groups
Attensity applications are designed to enable you to gain a holistic view of your customer, allowing you to quickly respond to new trends, voiced requests and evolving buying behaviors.
Attensity Applications: Intelligent support throughout entire product lifecycle
Attensity applications can automate the customer feedback related capture- and analysis processes for you. We collect, evaluate and transform your customers’ conversations with you and those about your products and services online into actionable data for better decision-making. We offer you applications that can help you better serve your customers, while at the same time empowering them to serve themselves, at a lower cost to you. We help you share and research information internally so your new products are more innovative and meet market needs.
Attensity Cloud analyzes the market buzz around your products found in web community and discussion forums, blogs, beta test groups, online product review and social media sites.
Attensity Voice of the Customer takes the ever-growing volume of your customers’ emails, call center notes, service and repair notes, surveys, and transforms these unstructured text snippets into rich structured data that you can now analyze to viscerally understand your customers’ sentiment, product issues and requirements. Emerging trends, customer preferences, root causes and other competitive indicators can now be actively factored into your product development and response processes.
Attensity Respond can help you automate up to 100% of your inbound and outbound customer communications in your contact center. You are now able to efficiently and effectively provide personable and accurate answers to the growing number of emails, comments and suggestions that you receive from your customers everyday. It can even "read" communications in social media such as Twitter, and automatically route those messages to the appropriate social media staffer or agent for response.
At the same time, improve customer service and multichannel sales by empowering those customers who prefer to self-serve. Attensity Service makes sure that your agents tap up-to-date product information, delivering operational efficiency and better customer service through continuously updated knowledge bases and easy-to-use service portals. Think of the value of being able to capture the experiences of your entire customer base in a self-service environment. Now, not only are you taking customer service to a zero-cost level, you’re significantly increasing the value of your knowledge bases with this direct customer experience, based on customers-being able to interact with other customers who have had similar experiences, or who might have additional insight as to how to troubleshoot problems or assist with the learning curve.
Attensity Content Management assures the highest level of modularization and efficient reuse of global product related content, e.g. found in instruction/user manuals, reducing content creation- and management costs through measurably improved business processes. No matter what language of your global markets you are serving.
