INCREASE CUSTOMER SATISFACTION WITH THESE SIMPLE STEPS
In the field service business, you possibly only visit your customers a couple of times a year. As a result, it can be challenging to improve conflict resolution and increase customer satisfaction.
In this article, we’ll discuss how field service management software and day-to-day business plays a crucial role in increasing field service customer satisfaction. Take the next step and explore how to evaluate current customer feedback and utilize software to optimize your operations.
Step 1 – Evaluate Current Customer Feedback
Evaluate your current customer feedback and use it to chart customer satisfaction levels. By doing this, you’ll reveal any existing operational shortcomings that software may help solve.
Here are 3 ways to evaluate your current customer experience:
Check in with your techs on a regular basis
Your technicians are your out-in-the-field representatives who frequently interact with customers face-to-face, so frequently check in with your techs. Observe how they operate, communicate and handle heated situations.
By checking in with techs on a regular basis, you’ll be able to spot any recurring challenges or issues. Here are some examples:
- Servicing customers with specific needs or difficult service requirements
- Issues with service vehicles (e.g. A/C, engine maintenance, stocked tools, etc.)
- Getting dispatched to jobs far apart, resulting in higher than normal tech drive times from one call to the next
Read your online reviews
Online reviews are essential to the success of your field service business. Through online reviews, a company’s online reputation is publicly broadcasted for the world to see. Reviews give every customer the opportunity to share unfiltered feedback about their experience with a business.
By reading reviews, you can identify the areas that need improvement. Additionally, make sure that you are responding to each online review, especially if it’s critical. Thoughtful review responses can make a lasting impact on prospects. In fact, a response to a critical review could turn one sour situation into many potential leads.
Take responsibility for mistakes, commit to doing better and present actionable steps to getting there. Use negative reviews as a golden opportunity to show potential customers how you intend to address adverse interactions.
Review reporting data
Audit your customer data and invoicing systems to find similar characteristics linking one-time customers.
- Do you have repeat customers who use your services year after year?
- Do you typically work with one-time customers? If so, is there any clear indication of similar variables linking these one-time visits?
Depending on your field-service industry and your approach to service agreements, too many one-time customers could indicate a growth opportunity. If you offer ongoing services and agreements, then fewer regulars could signal something is preventing customers from being satisfied.
Step 2 – Optimize Operations with Field Service Software
Now that you’ve taken the necessary step to evaluate the current state of your company’s customer satisfaction, you’re ready to take the next step in operational optimization – Field Service Software, like SAWIN. Field service software helps accelerate the remedy to those recently discovered growth opportunities. Additionally, it can improve overall customer service.
Here are 5 ways Field Service Software improves the customer journey:
Clear and Consistent Communication
Clear communication and setting expectations can help improve customer relationships. Modern software streamlines this process, which makes your job much easier to manage.
Effective service automation software delivers messages promptly and keeps customers in the loop with important reminders:
- Scheduling appointment confirmations
- Sending SMS messages to update customers on technician arrival times
- Reminding customers when invoices are due
Field service software can also integrate with an email marketing platform. This integration allows for regular and consistent customer communications.
Personalize Customer Outreach Efforts
Customers appreciate thoughtful, personalized contact touchpoints. Some field management software have integrations to help with customer outreach efforts:
- Monthly resources sent from an email marketing tool
- Automated thank-you gifts delivered through a third-party service
Additionally, mobile-friendly field service software gives technicians the ability to review detailed work order history while on site. This easily accessible itemized customer history outlines previous work performed for that specific customer. As a result, technicians are able to resolve disputes quickly and tailor the service experience.
Optimize Your Service Agreement Process
Service agreements help build recurring business and makes life easier for customers. Agreements are a cost-effective, painless way for customers to set up routine maintenance visits.
To build a successful service agreement program, the terms within these agreements must be easily understood by both parties. In addition, the service responsibilities of the signed agreement must always be upheld by your team.
Field service software can help manage service agreements, track when agreements are due for renewal and notify dispatchers when to schedule routine maintenance visits via automatic service reminders. Some software, like SAWIN, also allows you to make sure new equipment installs are directly tied to the customer’s contract. As a result, regular maintenance visits are clear, trackable, and error-proof.
Provide Flexible, User-Friendly Payment Options
There are field service management apps that give you the ability to take onsite payments for service as well. With SAWIN Payments, your field techs can use a mobile device to snap a photo to securely capture checks, enter credit card information, or send customers a personalized link to pay online.
This makes agreement invoicing quick and easy for customers. If you automate service agreements with payment processing software, customers and office team will have less to juggle.
Seamlessly Streamline Onsite Tasks
A cloud-based field service app allows the field team to access work history, equipment documentation and customer information for quick reference anywhere with a Wi-Fi signal. Techs are never left waiting for information from the office, resulting in better service for customers. Plus, some apps allow techs to update job status onsite, and instantly send those notes to the office dispatcher. This allows the office staff to know how a job is progressing – no calls or texts needed.
With these features, your field staff can remain attentive and keep their focus on each customer’s unique job needs.