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.
Chat My Way 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 My Way 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.
Chat My Way is part of Localz’ core ETA tracking and communications solution. The chat module provides customers and technicians with an easy way to communicate on the day of service.
Leading up to an appointment, Localz can trigger real-time updates and On My Way messages via SMS or email. These link to a 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 Manage My Day 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 Manage My Workforce dashboard and stored along with the individual job.
If two-way communication through the portal isn’t right for your customers, there are alternative ways to share information:
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.
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.”
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.”
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.”
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.”
Chat My Way is a core part of your field service customer engagement tool kit. The module 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.