What does great customer service feel like?

Most of us have our own personal opinion on what great customer service should be. And we probably recognised the last time we experienced great customer service. But what does great customer service feel like?

As a technology company, intouch recognise the power of the tech, but it’s the harmony of tech and talent (our people) that we like to think makes us stand out.

Great customer service should feel personalised, attentive, and efficient. When customers receive great service, they should feel like their needs are being heard and met in a timely and respectful manner.

Seven characteristics of great customer service?

Delivering great customer service as a software business has some unique characteristics, that differentiate it from other businesses, products and services. For customers to experience great customer service, this is the combination of technology and people – our tech and talent.

1. Personalisation

Customers should feel like they are being treated as individuals, not just as a number or a statistic. Take the take the time to listen to customers’ specific needs and tailor according to the situation and circumstances.

2. Attentiveness

Customers should feel like their concerns are being taken seriously and that the company is actively working to address them. This involves being responsive, empathetic, and proactive in solving any issues that arise.

3. Empathy (emotional intelligence)

The ability to understand an individual’s (customers) feelings. When a customer is facing a problem understanding what they’re going through and taking the time to express concern. This lets them customers know that employees and the company cares about them.

4. Problem solving

The ability to find a solution to a difficult issue or situation. Problem solving involves identifying a problem, understanding the cause of the issue, finding a solution and taking actionable steps to remedy the problem. To achieve this, active listening is needed.

Software-based customer service teams need to have a high level of technical expertise to assist customers with any technical issues they may be experiencing.

This includes being able to troubleshoot technical problems, provide guidance on software features and functionalities, and assist customers with integrations or other technical configurations.

Lucy and Andy from Intouch worked closely with Petford to understand their unique requirements and customise the system accordingly.

The team was trained on the production monitoring, scheduling, and OEE analytics tools, and shown how to access dashboards on-site or remotely and modify settings as needed.


5. Communication and active listening

Proactive communication and active listening is essential. With technology products and solutions, customer support teams need to be more proactive in their communication with customers.

This may involve reaching out to customers to provide updates on new features or product releases, or to offer assistance in setting up new integrations or workflows.

6. Efficiency

Customers should feel like their time is valued and that customer service is working efficiently to address their needs.

This involves being knowledgeable about the company’s products and services, and being able to provide quick and accurate responses to customers’ questions and concerns.

7. Follow-through

Customers should feel like their concerns are being resolved and that the customer service is following through on any promises made.

This involves providing clear and accurate information and following up with customers to ensure that their needs have been met.

“We are very impressed with Intouch customer service – especially with Lucy, who always comes back to us within 1 hour or so and is always ever so helpful.

We are amazed at how quickly Lucy managed to help us set up Intouch on our mobile phones for several users and machine downtime alerts last Friday – especially at such a critical moment, when we have Hospitals chasing us for parts (BT Cells machines).”


Industry Knowledge

Customer support teams supporting customers operating within the manufacturing sector need to have a deep understanding of the manufacturing industry and the specific needs of manufacturers.

This includes knowledge of manufacturing processes, supply chain management, quality control, and other industry-specific topics.

Manufacturing software often needs to integrate with other software systems used by manufacturers, such as ERP (Enterprise Resource Planning) systems.

MES (Manufacturing Execution System) or PLM (Product Lifecycle Management) systems.

Customer support teams need to be able to assist customers with integrations and troubleshoot any integration-related issues.

“Immediate ROI and dedicated customer support. The support desk at Intouch was praised for being efficient and helpful in resolving any issues”.

Source: Petford Group Case Study

Proactive support that feels great

Taking a proactive approach to ensuring customer are maximising the benefits of the software, based on their unique circumstances is important.

This may involve offering proactive guidance on how to get the most out of the software, and working closely with customers to understand their specific needs and goals.

Overall, great customer support for software should feel like a seamless and proactive experience that helps customers maximize the value of the product and achieve their business goals.

Many manufacturers require customised software solutions to meet their specific needs.

Customer support representatives may need to be able to assist customers with configuring the software to meet their specific requirements, and provide guidance on how to make the most of any customisation options.

Customer service that makes the customer feel valued

Overall, great customer support for manufacturing software should feel like a tailored and personalised experience.

It should help customers maximise the value of the software and achieve their business goals within the context of the manufacturing industry.

It should feel like a positive and productive experience that leaves customers feeling satisfied and valued.

Its for this reason, many of our team have first-hand manufacturing and engineering experience, which means they understand first hand.

And at intouch we are massive advocates of combing the power of technology and our people, to support our customers .

How it works

Getting started with Intouch is as easy as 1, 2, 3

1. Book a demo

Let us show you what we can do. Jump on a demo call and our friendly team will take you through the Intouch system and answer any questions you might have.

2. Enjoy a free trial

Don’t just take our word for it! We’ll lend you our technology for a 60-day free trial so you can see exactly how it can benefit the everyday operation of your business.

3. Receive ongoing support

It doesn’t end there. If you decide Intouch is the right production monitoring system for you, we’ll work with you to help you take control and make significant improvements in OEE.