Fisher & Paykel’s transformation has also made a tremendous difference to the post-sales experience for end users. In the past, many of these customers' interactions with the company were impersonal and inefficient. In-bound calls began with requests for serial numbers, and often involved customers repeating themselves as calls were escalated. Also, when an issue required an onsite technician, the customer would need to stay home for a half day or longer, not knowing when the technician would arrive.
Today, all of these pain points are reduced and Fisher & Paykel is using Service Cloud to provide smarter, more personalized support to customers all over the globe. With Service Cloud integrated with the brand’s call center technology, operators have instant insight into the customer at the end of the phone. They can also continue the conversation where the last operator left off — avoiding the need to ask the same question twice.
“One of the biggest frustrations for customers is being asked to repeat themselves. And while our operators would try and piece together information and avoid this, it wasn’t always possible before Salesforce,” said Khoury.
Now, operators can spend more time listening to the customer and troubleshooting new issues. Service agents can also book an onsite service technician, then and there on the phone, using Field Service Lightning. Appointment confirmations are sent automatically the evening prior and include a link where customers can track the arrival of their technician.
Once the technician has come and gone, customers receive a feedback form where they can rate the service provided. If the rating is less than ideal, it triggers a new case, allowing the business to find out what happened and resolve any issues.
These new processes have transformed the service experience for customers who no longer need to waste time repeating themselves or waiting for technicians.
“We know that sometimes things go wrong and products can have issues, but that’s why customer service exists. The most important thing we can do is make it easy and that’s been our strategy with Salesforce,” said Khoury.