Today’s field service customer expects easy access to information: anything less leads to frustration, anxiety, and calls to your contact centre.
Manage My Appointments tackles this challenge by giving your customers all the information they need for a service appointment. The secure web-based portal includes live ETA tracking, appointment and driver details, and the option for two-way communications.
By keeping customers in the loop, you can reduce call centre volumes, increase first-time access and deliver a frictionless customer experience.
Keep reading to find out how a customer portal enhances your service offering.
Leading up to an appointment, Localz triggers real-time updates and On My Way messages via SMS or email. These messages link to a web-based customer portal, where customers can access more information about their appointment.
The customer portal is easily configurable to align with your brand and customer journey. Here are some of the options:
You can choose to display the technician’s name and photo, along with the estimated time of arrival (ETA) and a real-time countdown timer in minutes.
The map view allows customers to track the technician’s journey to the appointment site.
The portal provides shortcuts to contact the technician or the call centre, based on the options provided.
With Chat My Way, the customer can open up two-way messaging with the technician to provide useful information such as entry instructions.
The job info displays the technician’s details and photo, including vehicle registration if available.
The order details include the appointment date, address, order number, job status, and other useful details.
The order progress section displays a “pizza tracker” style progress bar showing the job status and the next steps.
Customer expectations are shaped by their experiences across other sectors. Real-time updates and tracking are the norm for deliveries and rideshares - so why should service appointments be any different?
With real-time updates, live ETA tracking and a “pizza tracker” style progress bar, you’ll give customers the experience they expect.
Organisations such as Uber and Amazon have carefully crafted their customer journey with clever psychology. With Manage My Appointments, service companies can provide a similar experience - increasing satisfaction and enhancing operations at the same time.
Waiting for a mobile worker can cause anxiety and stress. Customers have questions such as:
The Manage My Appointments portal answers all these questions and more, so customers feel safe and relaxed. There’s no need for multiple calls to your contact centre.
If a customer doesn’t know when to expect the visit, they may be somewhere else when the doorbell rings.
This results in slow access - or no access - to the property. Your business suffers increased operational costs, and technicians are unable to complete their assigned jobs.
Even if a customer is present at the site, they may be unprepared for the appointment, or reluctant to provide access to a stranger.
With On My Way notifications and the Manage My Appointments portal, customers know whom to expect, and when they’ll arrive. The portal can also provide helpful information, such as social distancing tips or how to prepare the site.
Technicians no longer need to phone customers when they’re on their way, and they can complete their jobs safely and quickly.
Manage My Appointments is a core part of your field service customer engagement tool kit. The module complements automated notifications by helping customers to self serve crucial job details.
Mobile workforces in housing, property management, asset rental and utilities already benefit from the secure web-based customer portal. If you’d like to get started, we’d be happy to answer your questions.