From phone queues to self-service, digitalisation is changing how workshops and industrial companies interact with their customers. More and more businesses are discovering that digital customer service doesn’t replace human relationships, it strengthens them by making everyday life easier, faster and more accessible.
Digital customer service strengthens customer relationships
Digital service isn’t about removing people – it’s about giving customers choices. In many cases, customers still want personal contact. But when it comes to simple matters, like checking an order status or finding a certificate, most prefer to do it themselves – quickly and easily.
With a customer portal that gathers product information, orders and documentation in one place, service becomes more accessible and efficient. Customers don’t have to wait for answers, and the company frees up time for advisory and proactive conversations.
Also read: Digital B2B sales 2025 – everything you need to know
Self-service makes industrial customers more satisfied
Today’s customers are used to solving things digitally. They shop online, book travel and track deliveries in real time, and expect the same convenience at work.
In industrial and workshop settings, self-service can mean that customers:
- See order status and delivery times instantly
- Find the right spare parts or product information
- Access certificates, manuals and environmental data
- Create deviation reports digitally
Related: 6 strategies for success in your e-commerce business
Benefits of customer portals and digitalisation in industry
Introducing digital service not only makes customers more satisfied – it also creates internal efficiency. By reducing the number of emails and phone calls about simple questions, resources are freed up for more value-creating work.
Benefits for the company:
- Fewer repetitive customer inquiries
- More efficient order and support handling
- Increased accessibility and customer insight
Benefits for the customer:
- Self-service around the clock
- Simpler processes
- Greater transparency and control
Read more: Product web or e-commerce – which solution fits best?
Digitalisation, AI and customer experience
AI and automation also open up new possibilities for even more personal and efficient digital customer service. By combining self-service with smart recommendations, companies can create experiences that feel both fast and relevant.
Also read: Expert view on AI in B2B
Digital service is the future of customer experience
Digitalisation in customer service is about creating simplicity, control and accessibility, not about removing people. When companies combine personal advice with digital self-service, customers get the best of both worlds.
That’s why digital service makes customers more satisfied – because it makes it easy to get help, no matter how they prefer to receive it.
Read more about how to choose the right customer portal for your B2B business. Contact us for a meeting: curious@litium.com or book directly down below👇