How To Support An End-To-End Customer Journey For Better Client Satisfaction
By: Samir Gulati, Chief Marketing and Product Officer at ServicePower
The innovation of today’s technology has led to sizeable growth in the adoption of smart homes, appliances, consumer electronics and security systems, among other things. As products become inherently smarter, so must service organizations to provide the levels of service and support that customers demand. Not only are customers becoming more knowledgeable about what degree of support is available to them, but expectations for total service and support from their primary providers are increasing as well. In fact, 96% of customers say they will switch brands for better customer service, which means executing an excellent customer journey is more important than ever.
The customer journey involves more than simply providing maintenance and repair services for the products that consumers buy. It also requires seamless support throughout every facet of the product lifecycle following the sale, from product and warranty registration to onsite, remote or self-service support through product replacement and disposal. By leveraging field service technology tools and field service management (FSM) software from the beginning of each customer interaction, service providers can ensure that they are providing the best service throughout the entirety of a customer’s experience.
Increase customer involvement
Consumer portals make scheduling service visits easy for customers by giving them more control over the experience. Self-service scheduling provides consumers the freedom to make appointments through a branded portal based on their schedule. They are also empowered to upload relevant photos and equipment information based on their repair request and view their service history and product details online. Additionally, they can track estimated time of arrival updates for technicians and receive real-time notifications from their servicer for enhanced two-way communication. Access to this information ahead of a service visit makes customers more informed and actively engaged in the process, building their faith in the technician and company well before the site visit begins. Self-service is a proven necessity to providing a positive customer experience as 70% of customers now expect a company’s website to include a self-service application.
Equip technicians for better service
Once onsite, technicians can review customer history for a comprehensive look at both the current issue they are there to resolve, as well as past purchases, upcoming maintenance needs and even potential equipment upgrades they can sell. Mobile field service tools equip field servicers with integrated CRM and FSM software, allowing them to access a consumer’s complete data history through the CRM records and update product maintenance information on FSM dashboards as they conduct service calls. This comprehensive data-driven customer profile helps technicians provide better service by addressing the customer’s specific needs and tackling upcoming problems in one visit, surpassing the client’s needs and establishing a positive customer relationship as a company representative. The enhanced understanding of the customer helps technicians cross-sell or upsell them on additional goods. As 91% of consumers are more likely to shop with brands that provide offers and recommendations that are relevant to them, this practice will not only drive revenue growth but demonstrate understanding to the client and increase retention.
Maintain client communications
Even once a service visit has been completed, it is important to maintain consistent communication with the customer. Field service solutions help do just that. FSM software provides 24/7 access to personalized digital customer experiences and on-demand access to information channeled through an organization’s website. Providers can also share customer surveys to gather additional feedback and address service gaps while updating digital dashboards post-service so all the information is in one easily accessible place. Consumers can access service invoices, make payments and initiate and track the status of warranty claims online from one central dashboard, making it easy for them to quickly access any service information they may need after the visit. By increasing visibility and transparency into the process until the very end, service providers can guarantee faster response times and more comprehensive service to drive customer satisfaction and every point along the customer journey.
Reap the benefits
Implementing the right type of service technology has proven to help maintain customer relationships and increase customer satisfaction across industries. Baxi, part of BDR Thermea, is one of Europe’s largest manufacturers and distributors of domestic and commercial water and space heating systems. Baxi employed field service scheduling technology to keep up with service demand from new markets and as a result, saw a 10% increase in customer satisfaction rates. Moreover, Guardsman, a furniture warranty provider, is leveraging customer portals to allow for easier communication between their business, servicers and consumers while their parent company, Amynta, has realized 15% improvement in customer satisfaction by leveraging smart dispatch, claims and business solutions for better service.
No matter the industry, field service solutions can help organizations communicate more clearly with their customers and provide comprehensive updates and information during each client contact. Whether it be supporting technician dispatch for prompt arrivals, facilitating communication through a consumer-facing portal or speeding up the billing process, field service technology helps support an end-to-end customer journey that prioritizes the customer’s happiness and leads to overall better service.
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