A recent survey by leading field service management and communication platform Workiz, revealed that in order to attract and retain customers, field service businesses need to have an easy-to-use online scheduling system as well as digital payment options. With the global field service management industry expected to reach $5.9 billion by 2024, the takeaways from this survey are crucial for field service businesses to continue to remain relevant amongst their competition.
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The trend towards online scheduling and bookings in the field service sector can be linked to the on-demand and seamless tech preferences of Millennials and Generation Z. With 63% of Millennials beginning their customer service interactions online and 50% of Gen-Z using digital wallets monthly, the importance of smooth online customer service and digital payments is more important than ever.
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The Workiz survey revealed that these tech preferences not only relate to common-place on-demand services like food delivery and ride-hailing, but also to the hiring of a field service technician, for example, locksmiths or appliance repair. Nearly 40% of consumers cite ease of scheduling as a main factor for choosing a field service business which technology is vital for achieving. Moreover, 44% of respondents prefer to schedule an appointment online and almost 35% prefer to pay for that field service digitally, while 38% of respondents would leave a positive online review of the home service provider if the scheduling system was easy-to-use.
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