With companies like Uber, Amazon, and Airbnb delivering on-demand service, customer expectations are higher than ever. Customers not only demand visibility into the service process, but they want to be a part of it. Why? Because engaging in a dialogue with your customers helps you better understand their needs. And it allows you to provide more efficient service and better customer experiences.
For instance, your customers can give you more details about their issue, or even send a picture before the service visit. That way techs can arrive fully prepared for a first-time fix and customers can avoid rescheduling the appointment. You can also avoid customer no-shows by asking customers to verify their appointments before the day of service. Your customers will appreciate that you're involving them in the process because it shows you care about solving their problems.
ClickSoftware recently hosted a Meet the Boss event in London, focusing on reinventing field service management for optimized customer experiences. Paul Whitelam, ClickSoftware's Group Vice President of Product Marketing, discussed the importance of opening up communication with the customer during the service process. Watch the video below to learn more.
For more on meeting customer expectations and improving your field service business, subscribe to the Field Service Matters Blog.