DigitalGenius for Manufacturing

Customer service is now a competitive differentiator for manufacturers. Here’s how to boost CSAT and reduce costs with AI-powered case intelligence and end-to-end case resolution.

There’s a better way forward for manufacturers.

If you’ve felt crippled by poor data, antiquated systems and slow customer service processes, you’re not alone. Yet businesses who aren’t building strong relationships with their customers at scale these days are falling behind.
Here’s how to build and deepen those relationships & help drive new sales, renewals and new revenue models - with customer service as a competitive differentiator.

There’s a better way forward for manufacturers.

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Key Repetitive Manufacturing Service Processes to Automate

Documentation
The challenge:

Missing documentation can be problematic for you and your customers, especially when it gets in the way of using your products to the full. Without documentation covering certification, warranty or audit requirements, customers are in limbo, and may result in a loss of revenue. Harder still, customer service agents spend a lot of time going through back office systems to find this documentation, delaying resolution.

THE SOLUTION:

DigitalGenius, using AI to recognize the intent in the customer’s message, can automatically surface relevant documentation in the response to customers. This saves a ton of time for agents, and also eliminates operational or revenue risks caused by potential delays.

Pricing & Availability
The challenge:

Prioritizing commercial requests coming through your service queue is challenging - agents often have a stack of over complex tasks to manage, but quick replies are critical to ensuring a sale. Once picked up, agents need to go through quote systems or check inventory to provide a response, slowing response times during a critical time in the purchase cycle.

THE SOLUTION:

DigitalGenius is able to pull customer specific pricing or inventory information from back office systems and immediately reply to the customer, while at the same time flagging the inquiry to sales for further attention.

Order Status
The challenge:

Your customers need to plan ahead for order receipt - up-to-date knowledge is critical for smooth onboarding. It’s a slow process to find order information and by the time agents respond, it could be too late for the customer.

THE SOLUTION:

DigitalGenius uses AI to recognize the intent of the message, and by querying third party order systems can respond automatically to customers with up-to-date order status, delivering a big time savings for customers and agents.

Case Routing
The challenge:

Service teams are inundated with a wide range of queries from the simple to the very complex, not all of which can, or should, be solved at the first level of support. Today, cases stagnate in a queue, waiting for someone to pick them up to determine where they should go - this mindless activity takes agent effort and slows down service.

THE SOLUTION:

DigitalGenius uses AI to classify cases automatically, which are then prioritized and if necessary routed to the right department and specialist. This saves agents time, and ensure that customer wait time goes down, especially for important requests.

How DigitalGenius Works

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The average response time for manufacturers today is 24 hours, with an average handling time of 5 minutes. DigitalGenius allows manufacturers to bring both down to < 1 minute, which unifies business units and ensures that valuable opportunities are capitalized upon - while ensuring that your customers receive the best service during key points in their purchasing cycle.

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