Manufacturers benefit from digitalizing the customer experience
Thomas Krotkiewski
Founder & CEO at 3ngage
Digitalization is not the same as computerization
The digitization of the customer journey was boosted by the pandemic – then it became obvious that the physical meeting with the product must be supplemented with the digital. However, many companies find it difficult to achieve the same level of engagement when communicating their products and systems in digital channels – it is easy to lose the customer experience when digitalizing – everything becomes kind of flat and square – and quite boring.
The physical experience in the digital world
That’s where a platform like 3ngage can really make a difference. Instead of just making a digital version of a product sheet, you let the customer experience the product, as if they had it in their hand. Product experiences created with 3ngage allow the recipient to try out the product’s features – not just look at it.
It becomes super easy to understand the product, when you can test drive it instead of reading about it.
Products That Sell Themselves
It’s valuable when selling complex products and services – Instead of sales material, we get an experience that engages multiple senses and makes understanding so much easier. The value is especially evident when selling products that consist of physical parts mixed with services and processes – it can be difficult to explain in a simple way. One example is Tyri Lights, which explains its lighting system for heavy machinery in a way that is easy and fun.
“For a complex, innovative product like our INTELLilight, 3ngage is a great sales support – The product itself explains its benefits, and we get to know in black and white which aspects of the product are of most interest to customers,” says PeO Axelsson, Marketing Manager at TYRI Lights AB
Training is the key to success
It is also useful when it comes to teaching how to use the product. Without having to transport people and hardware to each other, your sales reps can be trained on the product – anywhere – no equipment other than a phone, laptop or tablet is needed.
It is also important to be able to effectively educate end users – if they are not able to use the product correctly, it can lead to increased costs and danger for the user. With 3ngage, it is easy to educate the end users, who can try to “run” the product on a screen, without the risk and worry of making mistakes.
One example is Essity, which uses 3ngage to instruct caregivers who speak some 20 different languages and have varying backgrounds and education – with 3ngage, the product speaks for itself, but without words.
“With innovative products used in healthcare, it is extremely important to us that both purchasers and caregivers understand the product well. With 3ngage, we create product experiences that make it easy and enjoyable to learn about our products,” says Åke Hillman, Global Brand Innovation Manager at Essity.
When digitalizing, make sure you’re not just computerizing. It’s easier than it seems – Get in touch and we’ll tell you more about how you can make your business easier to understand.
