How Customer Expectations Are Revolutionizing Field Service

By Samir Gulati, ServicePower

Originally published on CustomerThink and used with permission from ServicePower

In an age of on-demand service, customer expectations across industries are higher than ever before. To remain competitive in any service business, companies must improve service response time and offer extended visibility into their products and services. Whether it is a salesperson updating clients on their purchase status or a technician traveling onsite to repair home equipment, field service market drivers are directly influenced by elevating customer expectations and business success depends on companies’ abilities to deliver.

In fact, 74% of consumers are at least somewhat likely to buy based on experiences alone. For field service providers, that means there is an increased desire from customers for more control over their experience and expanded visibility into the end-to-end process. When strategizing about how your businesses will redefine operational workflows, keep the following considerations in mind to align with changing customer expectations.