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?
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.
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?
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.