By Jason Morjaria
Customer self-service has never been an alien concept to any forward-thinking business leader. Whether we’re talking B2B or B2C, the buying party’s peace of mind is essential to a positive experience. Self-service is simply taking this idea to its logical conclusion, where the customer has full control of the process. And what can be more comforting than feeling in control?
For this very reason, there’s also an abundance of guides and articles about customer self-service. However, one thing is apparent: the majority of these have a rather generic view of the companies who engage in this process, with a specific focus on trade businesses receiving little to no attention.
While a plumbing or HVAC manager could benefit from these articles, it’s surely better to have a post that’s more relevant and specific to a relatable industry so that they can easily turn the advice into something actionable that helps their employees? That’s why we’ve put together our own advice, tailored to help your field service business provide the best customer experience possible!
So: how can a field service company - whether that’s plumbing, HVAC, electrical, fire safety, security, or any of the number of trades that are flourishing now (7/10 driving industries are trades-related) - achieve customer-self service?