How to Improve Field Customer Service
As a small business, you’re always looking for new ways to improve the customer service experience that your field service professionals provide to your clients. Whether your company services HVAC systems or provides pest control, your employees spend more time out of the office than in it. Tech tools and the right software can help you make improvements in the experience for your customers. Here are some ways it’ll help.
There isn’t anything more frustrating for your customer without a working furnace or with water pouring out of the sink, then for your technician to run late. A good software program helps ensure that you’re providing enough time at each location to provide the needed service. If additional services are needed at a location, the software will automatically let you know that there might be time crunches with later appointments. This allows you to provide your customers with the most accurate information as to when they can expect a service person at their home or business.
If your technicians can access the customer’s records from a tablet at the customer’s home, it’ll save a lot of time and hassle. The technician might need to know about past repairs and services to make an accurate diagnosis of the problem. Typically, the customer will know they had service but not the details. This makes your technician more proactive in less time and provides a better customer experience.
When your technician arrives at the customer’s house, it’s important that there’s a copy of the work order available. In the past, appointments made after the tech left the office for the day where passed along by phone, making it easy to leave out details. With cloud computing and software programs, the technicians can now access the original work order, ensuring all issues get handled for the customer. It improves the customer’s experience.