Marketing Cloud, Trailhead...
The Best Customer Service: Great Field Solutions
Field service is integral to many different types of business. While most management decisions are made in an office space, it is the people out interacting with customers that give people their main perception of a company.
What is field service? Field service refers to the deployment of a company’s resources at — or en route to — the property of clients or customers, rather than on the company’s property.
Traditionally, this has led to a few problems for certain industries, as it has caused a sort of disconnect between the company and its field agents, and subsequently its customers. In having employees meet customers in their homes, as opposed to a store or office, there is also a certain amount of trust or intimacy involved that can raise the standards that people have, for which they hold the entire company responsible.
Perhaps it is this disconnect that has made it especially tough for field service providers. Just this year, 76 percent of field service providers reported that they are struggling to achieve revenue growth.
What Features Should Your Business Look for in Field Solutions?
Full mobile capabilities are a bare minimum for a field solution. The field solution mobile app will be field agents’ right hand while they are working. The benefits are numerous:
- Field techs have access to all of the requisite tools on their phone or tablet.
- They are able to look up relevant customer or product information on the go.
- It looks more professional to the customer.
- It provides a more convenient and thorough service for the customer.
- Enables agents to cut down on visit time and therefore get more work done.
- All apps and data will be synced through the cloud for better record-keeping.
- Messages can easily be sent to agents from the base of operations.
Scheduling and work order management.
What Salesforce Can Offer for Customer Service Field Solutions.
More than 64 percent of consumers have switched providers in at least one industry due to poor customer service. This makes it crucial that your field service solutions are nothing but the very best. Salesforce’s customer service software allows for an all-encompassing field solution that connects customer service and field work to ensure that no customers are lost in communication. Among others, here are some of the main features that make Salesforce better than other systems:
Create work orders faster.
Because work orders are integrated with accounts, contacts, assets, cases, and entitlements, they are able to be created much faster, without having to do so much manual work.
Schedule and assign work.
Scheduling tools allow you to instantly book service appointments with the best agent for the job, using Agent Console or a Customer Community.
Optimise jobs and employees in the field.
The dispatcher console provides a complete view of all resources and scheduled appointments, meaning there will be greater efficiency and fewer conflicts.
Manage jobs from any mobile device.
The Field Service Lightning mobile app brings the full power of on-site job management to your mobile workforce. Agents need only log in on their device from wherever they are, and they are good to go.
When field agents are not fully linked into the customer service process through mobile field solutions, the subsequent disconnect makes for bad customer service. Companies are not able to hold certain agents accountable for their customer interactions, and customers are not able to receive satisfactory resolutions to their issues. Around 68 percent of 18 to 34-year-old customers have stopped doing business with a brand as a result of a single poor customer service experience. These customers are going to be around for a long time, and so the future success of your business depends upon keeping them happy.
When you use solutions from Salesforce, you are able to use each one seamlessly with others to create a 360 degree profile of each customer, helping you to understand them better. To find out more about how you could improve your business today, contact Salesforce or schedule a free trial to see the results for yourself.