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For field operations to run smoothly, customer engagement is key. B2B and B2C customers expect to track appointments in real time, and easily communicate with their service provider.
That’s why businesses use Localz to streamline appointments with real-time ETA tracking and two-way communications.
Track My Appointment empowers customers to communicate with their operative leading up to an appointment. This reduces stress on your call centre, and gives operatives the information they need to access and complete the job.
The benefits go beyond customer experience: Businesses using chat enjoy increased first-time access, faster appointments, and reduced operational costs.
Keep reading to find out how two-way communication could enhance your service offering.
How does Chat My Way work?
Two-way chat is part of Track My Appointment - Localz’ core ETA tracking and communications solution. The chat feature provides customers and technicians with an easy way to communicate on the day of service.
Technicians can easily chat within the operative app, while customers can send and receive messages through the Track My Appointment portal. There’s no need for customers to download an app.
Leading up to an appointment, Localz can trigger real-time updates and On My Way messages via SMS or email. These link to the web-based customer portal, where customers can track the technician’s arrival and open up a two-way chat.
Technicians receive customer messages through the operative app, which triggers a push notification on the technician’s device. The technician can then reply to the customer, creating a two-way conversation.
All communications are recorded on the management dashboard dashboard and stored along with the individual job.
More communication options
If two-way communication through the portal isn’t right for your customers, there are alternative ways to share information:
- The portal provides the customer with shortcut access to call either the contact centre or the technician directly. For privacy, this feature comes with optional number masking.
- The Reply to Technician feature lets customers reply to SMS notifications, with the reply routed directly to technicians or to the technician.
- For the “On My Way” message, you can trigger an automated landline call to the customer with a voice message stating the technician’s ETA. Through Interactive Voice Response (IVR), the customer can choose to call the technician or the contact centre.
- In addition to two-way communications, you can now add group chat through the Chat My Way module. Customer service staff, technicians and customers can interact all in one place on the day of service.
Use cases for two-way communication
Here are some examples of the types of messages that customers have sent to field service operatives. These messages demonstrate how two-way communication increases first-time access, reduces time spent at the property, and saves operational costs.
1. Speed up access
Two-way communication allows customers to share crucial information that speeds up access to the property or site. It’s easy to see how these messages reduce confusion and improve the experience for customers and technicians.
“I’m in the garden so won’t hear the doorbell. Come through the side gate when you get here.”
2. Prevent failed appointments
No-access visits come at a considerable cost to your organisation. You might think that most failed appointments are inevitable – if a customer isn’t at the property, there’s nothing you can do. But many appointments are salvageable with access to the right information.
“Wow, that was quick. I’m at local shop but will be back by 3.15.”
3. Share vital information
Even when the customer is waiting at the appointment site, there may be important information that they need to share. Such information can speed up appointments, keep technicians safe, and prevent misunderstandings on the day of service.
“I have dogs, wait for me to come to the gate to let you in.”
4. Avoid unnecessary visits
Sometimes, day-of-service communication flags up an unnecessary appointment or a visit that has been scheduled in error. This helps to avoid wasted journeys and highlight issues in the booking system.
“Hi, someone came yesterday to do the job and it’s fixed now. Thank you.”
Get started with two-way chat
Two-way chat is a core part of your field service customer engagement tool kit. The feature complements customer notifications by allowing customers to respond with crucial information.
Mobile workforces in housing, property management, asset rental and utilities already benefit from two-way customer communications. If you’d like to get started, we’d be happy to answer your questions.
