In this category, we give you our vision, analysis and advice on the topic of digitalizing communication within industrial customer services and after-sales.
Home / Customer Service communication toolsSaturated technical referrals: the silent cost of disorganization One simple question, ten interruptions 14h08. An on-site technician stumbles upon an unusual error code. He sends a WhatsApp message to the technical contact. With no immediate response, he calls. At 2.21pm, another team on another site calls the same contact for…
Home / Customer Service communication toolsCreating a living, intelligent FAQ thanks to AI: when every exchange becomes a resource An FAQ that never answered anyone’s question On a machine tool manufacturer’s website, a customer technician is looking for a simple answer: “How do I bleed the model X150 hydraulic unit?” He clicks on the FAQ.…
Home / Customer Service communication toolsChat, email or telephone: arbitrating an industrial technical hotline in 2026 7h42. In a precision mechanics workshop, a production line is at a standstill. The maintenance manager calls his OEM’s technical hotline. Dial tone. Hold. Two minutes. Three minutes. Meanwhile, another customer calls with a non-blocking parameter question. A third…
Home / Customer Service communication toolsTraceability of internal interventions: lost expertise, a strategic consequence One internal intervention, four WhatsApp exchanges, zero traceability A part comes back from the field with a reported defect. The technician opens an internal ticket. Several WhatsApp exchanges follow: photos, voice messages, comments. The technical hotline is consulted, then the warehouse,…
Home / Customer Service communication toolsReducing on-site visits : the tangible benefits of remote assistance How can remote assistance reduce often underestimated systemic impacts? A technician leaves Clermont-Ferrand heading for Agen. Two hours on the road, a break, a rushed customer visit: the issue turns out to be a poorly engaged circuit breaker. Driving back…
Home / Customer Service communication toolsWhich KPIs should be used to measure the effectiveness of a technical support hotline ? A technical support hotline without measurement is like flying blind A customer calls the technical support hotline at 9:21 a.m. regarding a faulty compressor. Remote assistance is initiated, with photo sharing, WhatsApp voice messages, and…
Home / Customer Service communication toolsIs WhatsApp safe for use in after-sales service? WhatsApp, a much safer messaging service than you might think Long perceived as a consumer application, WhatsApp has often been deemed “too risky” for businesses. Lack of confidentiality, lack of control, dependence on Meta… all criticisms that no longer reflect today’s reality.…
Home / Customer Service communication toolsWhy offer an AI-powered WhatsApp chatbot for after-sales service : 15 reasons to act now Context and challenges of after-sales service on WhatsApp After-sales service is undergoing a major shift. Customers want to contact a brand through the channel they use every day, without waiting. This raises a key question…
Home / Customer Service communication toolsWhatsApp and Visio-assistance: a must for customer support and after-sales service? The silent revolution in technical support For decades, industrial equipment manufacturers have been organized around a simple paradigm: technical support in the field is based on physical presence. An experienced technician travels, observes and intervenes. But this model, which…
