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B2B Customers And Smart Query Technology
Faster Deadlines, Shorter Fuses
Corporate buyers are even more discerning when it comes to customer service. The buyer faces tremendous pressure internally to get the right product, at the right time and price and to get all issues with the buying process resolved smoothly. Getting this right is key to their reputation. A vendor with poor customer service makes them look bad internally.
The procedure with Smart Query Technology
Let’s take the case of an apparel manufacturing company whose buyer has been tasked with finding unusual star-shaped buttons for a particular order. She finds a small manufacturer online and places a query about sizes through their web-based system. For this manufacturer, star-shaped buttons are a novelty item and rarely enquired about.
The Outcome
The system realizes immediately that this query is about an unusual product and that there are no related queries in the database. A CSR immediately responds to the buyer, answers her questions on size and price. She makes up her mind immediately and is directed to the sales team where she places an order. Her production department is happy with the speed of response.
Later, she comes back to the button manufacturer with enquiries for other products that they have.
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