Use of sustainability tools to answer questions from customers

Usually there are routines in the company on how to handle environmental questions. The main part of the required information can be found in safety data sheets or chemicals test result reports. There are extensive routines on how to put together, update and distribute the SDSs, which are also necessary to meet the legal requirements.

An internet site for customers and distributors is a useful alternative to Customer Support functions. It can help in communicating all necessary information on products to the customers and prevent them from regularly calling Customers Support. In reality, the Customer Support function may not have time to communicate personally with smaller customers at a regular basis. Tools like websites, FAQs and other written material is a good way to supply the smaller customers with requested and easily accessible information.

There is a significant difference between questions from customers from different countries. The environmental awareness and concern among customers from Scandinavia and Europe is typically high, while others may be further behind in this area. When preparing written material and answering questions over the phone, it is important to be aware of these differences to be able to support the customers in the best possible way. Sometimes, specific environmental information may be too difficult to understand even for the most educated customer.

Business value
Answering questions and questionnaires from customers can be time consuming and not being able to answer may impair the position and relation with the customer. A lot of time can be saved by making often requested information easily available and answering the customers' questions in a language that is understandable to them. It is therefore beneficial to communicate different kinds of information by using the appropriate tools for such information.