Whenever you see a situation involving poor services in the field services segment, you’re typically looking at two key contributing factors.
The first involves customers who are spending far too much time waiting for service providers to arrive. They’ve rearranged their schedules and blocked off time in their day, only to be kept in the dark about when, exactly, their service provider will arrive. The second involves not having service providers arrive in the timeframe that the customer was given. Often, customers will be dealing with both of these issues at the same time. How frustrating is that from your customer’s viewpoint and experience?
If you are not already providing real-time field service transparency, ETA and communication to your customer to let them know exactly when you will arrive, it’s time to get started. Doing so allows your customers to view the process and status of service calls, all so that organizations can meet the growing expectations of discerning digital customers. This doesn’t just create a better customer experience – it allows those organizations to better compete in today’s service-driven economy, too.
Putting the Transparency Back in Field Services
At Glympse, our solutions and platform are designed to help service operations both create and maintain customer expectations in real-time. All of this is done in the name of making sure that customers know their providers are working hard to meet and exceed their expectations.
The platform itself helps service providers be as transparent as possible before, during and even after the appointment. All told, there are six phases of engagement that the platform enables for maximum satisfaction moving forward.
The Ins and Outs of Being Transparent
If you want to make sure that your field services operations are as transparent as possible, there are a few key things you need to keep in mind.
Chief among them is the fact that when an appointment is made, there should be an immediate email and/or text confirmation to the customer so that both parties are alerted of the scheduled appointment. This goes a long way towards setting reasonable expectations that can then be maintained.
Especially in the fast-paced digital world that we’re now living in, customers should be able to view key information about their order (including tracking) without being forced to download an app. They shouldn’t have to jump through hoops to get information they’re entitled to. Platforms like Glympse help you avoid this type of situation.
Finally, customers should be constantly updated all throughout the process. They should have an accurate, real-time ETA or arrival, and have the ability to communicate (again in real-time) to address any concerns or answer any questions that they may have.
Taking these steps impacts your business in a few different ways. For starters, you’ll be dealing with fewer truck rolls, failed deliveries and missed appointments. At Glympse, we have found that greater transparency reduces instances of customers not being home at the appropriate time by over 20%. Likewise, you won’t just be meeting high customer expectations – you’ll be exceeding them. That in and of itself may be the most important benefit of all.
If you’d like to find out more information about how to provide a greater level of field service transparency in the digital age, or if you’d just like to learn about how to deliver the perfect last mile experience each and every time, please don’t delay – contact Glympse today.
