Field service customers want more information and updates about their appointments. But what notifications are the most valuable and effective for them?
Improving field service customer satisfaction has never been easy. Now, with advanced technology, field service management isn’t just a customer care concern — you need to create the digital experience your clients expect.
We’ve talked about strategies for boosting field service customer satisfaction here before. One tactic for improving customer service is to use appointment reminders, automated ETAs, and custom notifications to prioritise communication and visibility before, during, and after appointments.
But why is keeping in touch before, during, and after appointments so important?
Customer convenience is #1
Businesses are increasingly expected to meet the high standards set by tech companies. The public has gotten used to last mile communication in other areas like food and parcel delivery, and they expect the same from service providers.
Progress notifications allow customers to track and plan for service in a way that reduces uncertainty and offers more control throughout the process. In fact, recent research shows that customers experience heightened anxiety when they don’t receive reminders about upcoming appointments or notifications about tech ETAs.
Effective day-of-service customer communication means sending the right message, at the right time, via the right channel. Automating notifications via SMS, email, or push notifications frees up operations to do more important tasks while still keeping customer experience in mind.
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The 8 most important notifications for field service customers
When looking for a field service communication provider, you want the right features for your industry. What are some of the most important notifications that field service technicians can send?
- Job created — Initial verification notifications let your customer know when the job is created, and may include valuable information like name, contact options, or a link to the customer portal. This allows customers to change or cancel their appointment using an online portal and helps to reduce calls to customer service.
- Appointment reminders — Early reminders prime customers for service a few days ahead of time. This allows them to reschedule other activities, plan for access, and prepare for the technician when they arrive. It also helps to reduce no-access calls. Be sure to include the appointment type, expected appointment time window, technician name, appointment-specific info like gate codes or access, and contact options in your reminder.
- Job details updates — When things change, it’s important to keep customers in the loop. Automated notifications with updated information minimize the chance for miscommunication. Be sure to include the new expected job date, new job status, contact options/link to customer portal, and customer name.
- Morning of the job — Day-of notifications ease stress by establishing communication with the customer on the morning of the appointment. A text or email with a time window and contact options lets customers know that their appointment is on the books (and their time won’t be wasted).
- Technician is assigned — Introducing your technician creates trust with your clients. Many people aren’t comfortable with a stranger in their home and letting them know who is on the way can ease that tension.
- Technician dispatched — There’s an unspoken sense of relief when customers know their service professional is on the way. It allows them to narrow down arrival estimates and plan for their day. For example, enabling real-time tracking allows for accurate ETAs down to the minute or a specific time window.
- Technician arrives — Notifications that communicate when a tech has arrived allow the customer to go about their daily business. This two-way communication also enables them to inform their technician of circumstances like needing extra time to answer the door due to being slow on their feet.
- Ask for feedback — Your company wants to know how satisfied your customer is with the service they received. Asking for feedback via text or email after a job is completed can help you to make things right with upset customers and pinpoint which technicians are high performers.
Your customers want to be kept informed with updates on their field service request — and thankfully that’s easier than you may think. Send the right message at the right time with the best appointment reminder service provider for your needs.
