If you want your field service business to succeed, you need to stand out. One of the best ways to differentiate yourself from competitors is to build a brand known for its excellent customer service.
But finding time to run a business and improve customer service can be challenging. That's why we've highlighted the top tools you can use to help you do both.
What is customer service?
Customer service is the help and support you provide customers before, during, and after a sale or interaction. It is the process of addressing customer enquiries, concerns, and needs in a helpful, efficient, and respectful manner. The goal of customer service is to create a positive experience that keeps customers happy and encourages loyalty.
Benefits of improving customer service
Good customer service can help you boost customer satisfaction, increase revenue, and more. Here are some of the many advantages of improving customer service:
Customer satisfaction: When you improve customer service, your customers will likely be happier.
Customer loyalty and retention: By providing excellent customer service, you can build strong customer relationships, foster loyalty and increase customer retention rates.
Competitive advantage: You can set your business apart from competitors and gain a competitive edge by delivering superior customer service.
Increased revenue: Happy customers are likelier to return to your business and spend more money on products or services.
Reduced complaints: Effective customer service can you help you address problems immediately, reducing customer complaints.
5 tools you can use to improve customer service
If you're ready to take your customer service to the next level, discover the tools you can use to help you reach this goal:
Job Scheduling
With Job Scheduling Software, you can improve efficiency by streamlining manual processes.
You can assign technicians with particular skill sets to specific tasks or appointments. Giving the right job to the right technician can improve service quality.
The software can also help you find available time slots for jobs, reducing the time it takes you to respond to customer requests. By minimising wait times and providing prompt service, you can enhance your customer experience.
Job Scheduling Software makes it easier for you to prioritise urgent tasks or appointments. Prioritising time-sensitive requests ensures your team tackles urgent matters immediately.
Customer Relationship Management (CRM)
CRM Software provides a centralised platform for communication, making it easier for you to engage with your clients.
Because you can manage all queries and complaints in one place, you can resolve problems faster. Increasing your response time can prevent customers from becoming frustrated. De-escalating conflict with a customer can stop them from sharing negative reviews or leaving you for a competitor. Quick response times keep customers happy and improve their experience with your business.
A CRM System can help you track all customer interactions and complaints. An accurate record of exchanges and grievances can help you identify patterns, preferences, and pain points. You can use this information to tailor your services and find a better way to meet customer needs and expectations.
Route Planning
Route Planning Software helps you optimise your team's routes so they can get to customers faster and deliver services on time.
You can use the software to find the quickest routes or the nearest available technician. Route planning can reduce travel time and improve efficiency so you can provide faster, more reliable service.
If a customer has an urgent request, you can use the software to identify the nearest available technician to help them. The ability to help customers at the drop of a hat establishes your business as a reliable service provider.
Invoicing
Streamlining your invoice process with software can help you get accurate invoices to customers on time.
Invoice Software lets you create and send invoices from your mobile device. Once a technician has completed a job, they can invoice the customer immediately. And because all job details are stored on a cloud-based system, you can reduce human error and create accurate invoices.
You can also use the software's automated reminder features to set up reminders to send to customers for upcoming or overdue payments. Gentle reminders reduce the need for manual follow-ups, saving you time so you can focus on service delivery.
Integrated payments
An integrated payments solution creates a convenient, secure and flexible payment experience.
Integrating payment solutions into your website or mobile app allows you to accept payments online, over the phone or in person. It also enables you to offer multiple payment options. Flexible payment options encourage customers to come back to your business.
Final thoughts
The right tools can help you improve customer service by streamlining and automating your workload. With less work, you can focus on providing a quality service that exceeds customer expectations.
Whether you use these tools or not, finding ways to elevate your customer service is vital. Ask your customers for feedback, and use what's shared to make changes that will help you improve your customer service.
A reliable ERP and CRM systems are needed in today's day and age, especially in mid-size and large organizations.
A strongly built system can bring together all the major operations or processes at one place.
Sunbridge can help you find one, as we are Microsoft Dynamics 365 partner in Minnesota.
MS Dynamics 365 is a complete, cloud-based, ERP system that has applications for every department or process including sales, marketing, finance, operations, field service, project service automation, customer service, etc.
Dynamics 365 unifies Dynamics ERP and CRM solutions into a single cloud support with purpose-built applications to control core business functions such as Revenue, Talent, Marketing, Customer Insights, Client Service, Project Service Automation, Finance and Operations, along with Field Service.To read more - http://bit.ly/2YRrrCG
CRM Salesforce, along with its Field Service Lightning App, is drastically improving the field-force productivity in the industry.
Built on the Salesforce Service Cloud, it helps companies streamline operations to improve their servicing efficiency metrics and profits.For more - https://bit.ly/2KzZchF
