Value Your Customers By Effective Communication

05/15/2019 07:39:50 In Our Blog
We all know communication plays major part in building relationships. In the service industry where technician visits multiple sites, it becomes more important to communicate to your customer about the technicians every move so that there is hassle free site visit.
Whether it’s a repair or installation visit, in-home healthcare, or property maintenance, when a company representative and a consumer need to connect on the customer’s home turf, they inevitably need to communicate with each other.
But how you communicate makes all the difference. Our research shows that text can be up to 4X more effective than email in reaching your clients. Typical emails are opened 20-22% of the time, while SMS is opened on average 98% of the time, the majority within four minutes of a text being sent.
Now question arises how to communicate with your customer? Answer is FSM, Field Service Management Software with SMS service. It has an integration with a well know “twilio” for the SMS and such services.
FSM will help you to communicate to your customer on your behalf by sending SMS on their phone numbers about arriving of Technician with date and time. Also with an option to change the appointment date as per the customer’s convenience to give your customer a great experience by valuing their time.

Let’s talk about how our FSM can help your organisation and customers :
1.    Appointment Reminders: FSM allows you to send customized appointment reminders to customers via text. It can also send appointment reminders via voice, using our text-to-speech capability.
2.    Technician Dispatch: FSM’s SMS platform send their highest priority service requests to technicians by text instead of email. Since it supports two-way communication, when a technician receives the SMS dispatch, they can respond that they are on the way by pressing “1.” FSM can also send dispatch instructions via voice using our IVR capabilities.
3.    Dynamic ETA Alerts: FSM can also leverages your technicians’ GPS and tracking system data to send their customers a heads up text 30 minutes (we can have configuration to define time, distance etc) before the technician arrives. FSM also utilize Twilio’s MMS capability to include the technician’s name and photo. Estimated time of arrival (ETA) alerts have been found to double customer satisfaction rate, while including a picture of the technician increases brand affiliation and trust.
4.    Automated Surveys It’s common for businesses to send an automated survey by email after a work order is completed. But with FSM, you can send your survey via text for an immediate response, or via voice using our rich set of IVR capabilities. Integrate feedback from surveys into your work order management system so you can prioritize customer satisfaction. Track satisfaction rates by work order, technician, or any other criteria you set.
5.    Visual Service Estimates: To improve the accuracy of your service estimates, FSM allows your customers to send a picture of their broken item via the MMS platform. This gives technicians the ability to see the problem, so they can resolve their customers’ issues more quickly. It also makes it easy to embed those images into existing work order management systems.
6.    Masked Conversations: FSM allow you to let your contractors and customers call and text each other without either party revealing their personal phone number. This allows contractors to fulfill "last mile" support calls—critical information they need like directions, parking instructions, and gate codes, so they can get where they need to go. All communication is logged, secure, and embedded into existing systems. Customers and contractors can use any phone, with no app required.
Contact us Today To Get your FSM And Talk to Your Customer