HARDWARE&SECURITY • 63
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NEW TECHNOLOGY DELIVERS
– WITH A HUMAN TOUCH
Simon Monks, VBH (GB) Managing Director, looks
at how the window and door industry can embrace
new technology to improve customer service…
» » CUSTOMER SERVICE IS CHANGING.
Expectations have risen across the board:
customers want fast delivery (and the
definition of fast has dramatically changed
over recent years), accuracy (what we
ordered, when we want it) and extended
hours so they can order at their leisure.
A swift response to any queries, issues or
complaints is also vital. New technology
has changed the landscape for service and
support. This looks set to continue with
voice-recognition systems such as Alexa,
Siri and Google Assistant.
But we can’t (yet) do everything via
technology – the most successful systems
are those that also offer a human touch.
For example, in the window industry,
Siri is unlikely to know the differences
between a surface-fix and a concealed
hinge tilt and turn system.
Fabricators and installers are looking for
quality products, good choice, and reliable
supply and delivery. On the occasions
where things don’t go quite right, they
want the assurance that customer service
and support will resolve any issues.
At VBH, we take the best elements
of new technology and also offer the
personal support our customers need.
We’ve introduced several new initiatives
to help them order and sell efficiently, and
with confidence.
Our VBH24 Webshop has recently been
updated with a new Produ