Customers expect great experiences.
Give a customer five minutes and a mobile device and they can line up a rideshare or buy a new pair of shoes. If they change their mind, they can quickly update or hit cancel. Convenience is key: 84% of customers say the experience a company provides is as important as its products and services.
But many field service organizations are falling short with long service windows, mobile workers who are unable to resolve issues, or worse — workers who don’t show up. Most of the time, dissatisfied customers don’t even bother complaining — they just move on, and companies spend valuable resources trying to replace them.
The majority of service decision makers (82%) agree that their company’s customer service must transform to stay competitive. In the coming pages, you’ll learn how to improve the entire customer experience by streamlining dispatching schedules, ensuring exceptional day-of service, and offering added value with every service call.