Key Considerations for Effective Self-Service Product Support

This article looks into why it’s so important for manufacturers to put the needs of their end users first when deciding exactly how to provide any information related to the use, maintenance, or repair of their products, especially when dealing with new digital technologies and modern consumer-driven expectations.

 

For a manufacturer, effectively delivering information for product support to their end users – in this case, operators of complex machinery or equipment in the workplace – will generally depend on three key factors:

  • The content (the information itself)
  • The environment (where, and in what conditions, it will be consumed)
  • And the medium (how it is consumed)

It doesn’t matter if the operator is looking for a step-by-step guide for how to use the product, advice for troubleshooting a problem, or instructions to repair it themselves on-site. The manufacturer must clearly understand, and actively cater for, all three of those factors in order to create a positive customer experience. The content, the environment, and the medium, must be handled in a way that’s most suitable for the end user’s specific individual situation when operating those products.

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MobileCaddy Continues to Support StreetLink in the Fight Against Homelessness

StreetLink-MobileCaddy

We’re delighted to announce one of our social enterprise clients, StreetLink, has recently made the decision to renew its agreement with MobileCaddy for a second time, taking us into the third consecutive year of our exciting partnership together.

StreetLink is an organisation operating in England and Wales that allows members of the public to alert local authorities and services to people sleeping rough in their area, either by mobile app, phone, or on the web.

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MobileCaddy at LAMMA 2019 | Technology Trends Driving After-Sales Strategies

Follow our CEO Justin Halfpenny as he explores LAMMA 2019, the UK’s largest agricultural and machinery event. Taking place earlier this year, the LAMMA show welcomed thousands of attendees and featured 650-plus exhibitors showcasing the latest farming machinery, equipment, and innovative technology.

In this latest video, Justin interviews a number of leaders from within the industry, with a focus on how technology is transforming the after-sales strategies for their products and services to meet the demands of today’s customers. This is a key trend impacting manufacturers, as products and services in all industries require accompanying technologies to deliver a greater customer experience.

As traditional paper-based assets like product manuals and user guides continue to be replaced by digital channels such as mobile apps, customers want information easier, quicker, and in more detail, to enhance their use of machinery and equipment. Watch the video to find out more!

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The Rise of Companion Apps: How B2C Mobile Apps Are Influencing B2B Customer Service

In our personal lives, we use dozens of companion apps every day. Within the B2C space, this could be any mobile app which accompanies a product, a service, or a brand. In this article, we’ll explore a number of examples of companion apps, why they’re so important today, and where B2B companies should be looking for inspiration to improve their own customer experiences.

Every Product Needs a Companion

Our more regular readers will know we’ve talked at length recently about the importance of having product companion apps, particularly to accompany equipment and machinery in the B2B manufacturing space, to significantly enhance the capabilities of the operators of those products.

But product companion apps are part of a broader category of technology, which are referred to simply as companion apps. These are seen everywhere in the B2C space, either for digital or physical products and services, and they allow us as users to self-serve, by providing direct access to information we need or actions we want to take.

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Customer Experience Shines at Salesforce London’s Calling 2019

Answering the Call 

Last week, the MobileCaddy team was fortunate enough to be at London’s Calling 2019, a fantastic annual Salesforce event, kindly hosted by the people at the Skills Matter CodeNode venue in the City of London’s Moorgate area.

London’s Calling is Europe’s largest community-led event for Salesforce professionals, and this was the fourth consecutive year it’s taken place, bringing together 400 attendees, speakers, and sponsors to share best practices, discuss emerging trends, and explore new ideas related to the Salesforce technology they use to work.

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Manufacturers Build Better Customer Experiences on the Foundations of a Digital Companion Platform

A digital companion to a complex piece of equipment or machinery in the workplace, in the form of a mobile app, is now a crucial tool for enabling productivity and maximising customer satisfaction for today’s B2B manufacturers. But a tool like that is not possible without a platform or system of record to support it. Here we explain what a digital companion platform is, why they’re necessary, and how they benefit manufacturers’ customers, operators, and technicians.

Digital trends disrupting manufacturing

We recently explored the benefits of developing digital companion apps, to allow operators and technicians of complex machinery or equipment to self-serve in the workplace, whenever they need information or support with those products.

Thanks to the cutting-edge consumer experiences available with personal smartphones and mobile apps today, this kind of technology is what people now expect to use to get their work done, regardless of what industry they’re in.

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Where Old Meets New: Introducing Mobile Into Modern Manufacturing

In this latest video, MobileCaddy CEO, Justin Halfpenny, shares his thoughts on the technology-driven trends currently impacting – and transforming – the global manufacturing industry.

Speaking exclusively from MobileCaddy’s first visit to the Smart Factory Expo in Liverpool at the end of last year, part of the 2018 Digital Manufacturing Week, Justin reflects on the key learning points for B2B manufacturers to take away from the exciting event.

A point of particular interest included a discussion around which new and innovative technologies are disrupting manufacturing organisations today, with a focus on the new customer service strategies the market leaders are taking into 2019.

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Digital Product Companions Enable Self-Service for B2B Manufacturing Customers

B2B manufacturers have traditionally allowed customers to ‘self-serve’ at the point of need by providing information and guidance with their products in the form of user manuals, training guides, and other similar materials. In today’s digital business landscape, customers demand that same information seamlessly through technology, for easier access and to achieve greater levels of productivity. This article will detail how manufacturers can provide that for their customers.

What do we mean by self-service?

If you’re a B2B manufacturer, your ultimate goal should be to make your customers as productive as possible. In order to achieve maximum productivity from a piece of machinery or equipment in the workplace, its operator must be able to use it without any delays, complications, or issues, and simply be able to get on with the task at hand uninterrupted.

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B2B Manufacturing: Why Does Successful Servitization Require Mobile Apps?

Digital-driven customer trends have forced B2B manufacturers to evolve beyond the traditional business model of solely making products, to embrace servitization. The current market now demands these organisations provide immersive after-sale services and support alongside their products, and we explain here how innovative technologies such as dedicated mobile apps can help them succeed in doing so.

Mobile is Disrupting Manufacturing

We recently took an in-depth look at today’s need for B2B manufacturers to provide mobile customer service and product support directly at their point of use. This is an important step which should be taken if a business hopes to transform from traditional manufacturer to market-leading innovator.

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Why do B2B Manufacturers Need Mobile Customer Service to Survive?

B2B manufacturers have always been judged on the quality, value, and reliability of their physical products. In today’s digital-focused market, though, they’re now also judged on whether or not they can provide cutting edge mobile customer service and support beyond the purchase of those products.

Mobile is not a choice, it’s a necessity

Over the last 10 years, mobile technology has significantly changed the way B2B manufacturing companies provide customer service, support their partners, and compete in the market. Virtually everyone in that market now demands mobile customer service, with consumer-grade usability, to gain anytime access to information and support directly at the point of use of the product.

Unfortunately, manufacturers that are slow to act on this demand are jeopardising their survival. For example, 50% of B2B queries have been made on smartphones in 2018, and this is expected to rise to 70% by 2020. This technological shift is no longer a choice, it’s a necessity.

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