When it comes to choosing a field service provider to do repairs, maintenance, or installation, customers have choices. The customer experience starts at the first contact — phone, email, chat, web, or other channel — and continues beyond the completion of the job.
According to Salesforce Snapshot Research, customers list expertise, speed, empathy, flexibility, communication, preparedness, and proactivity as the most important customer service and support qualities. Field service providers who exhibit these qualities throughout the customer journey are more likely to build long-term relationships with customers.
Customer loyalty is the foundation of business growth. Loyal customers buy more frequently, are more willing to try new offerings, and are more forgiving with mistakes. Customer service can make or break the customer experience.
To create memorable customer experiences, field service providers need to prepare before the day of service, execute efficiently on the day of service, and continue to engage with customers following service to build relationships, optimize operations, and drive growth. Along with best practices, the right field service management solution helps.