Everyone who has ever requested a field service appointment has gone through the problems like being put on hold, having the appointment set for the next month, and being told that their package will arrive between 8 and 6 p.m. You are bound to suffer due to the drawbacks of a reactive field service management strategy.

Customers want and sometimes need same-day asset installation just like when they order a last-minute item from Amazon or make an appointment quickly like they would an Uber ride?
When approximately 84% of customers believe the service a company provides is just as important as its products and services, field service teams must be responsive all the time and provide the client with linked customer experiences.

Field service

Trying to manage a mobile workforce without a field service management system is impossible. Industries where recruitment of independent contractors and mobile staff is necessary often utilize field service management. It might be the transportation sector, corporate sector, professional services, utility services, or telecommunications sector, among many others.

The primary purpose of field service management is to coordinate field operations including scheduling service appointments, keeping track of product inventories, tracking the progress of scheduled appointments, etc. With the increase of clients and contractors, managing these tasks would be nearly impossible without an automated system.
All this gets done with precision all thanks to field service!

Using Field Services to Engage Customers

Every time a client interacts with a business, they expect some degree of control, simplicity, and flexibility. Therefore, a business must strategically organise its field service to offer customers the best in class services. Salesforce Field Service Lightning has made field service simpler and provided organisations with a strategy for boosting customer engagement. The strategies we have listed here can be used to construct a proactive customer engagement model using the linked FSL in Salesforce.

Self-service Gives Control to Users

Customers demand the same level of care, comfort, and adaptability in the workplace as they do as consumers. They are used to making orders, setting up appointments, and receiving constant confirmation all the while staying connected through their phones.

Businesses can deliver a better customer experience by using self-service tools to generate or edit requests and open the lines of contact between channels.

You can create a customer portal. Through an easily accessible client portal on your website, customers can schedule or cancel appointments and access FAQs for commonly asked questions which reduces the need for appointments.

You can also use chatbots. Customers expect an immediate response to their inquiries. Chatbots on your website or customer portal can deal with common questions like how to book an appointment or check the status of a service request in order to provide clients with a consistent experience.

You can enable service history access. Utilize your customer portal as a central hub for appointment scheduling, service history viewing, and SLA negotiations. Due to data accessibility, clients no longer need to phone in for clarification or engage in duplicate problem-solving procedures.

Automated Service Status Update

Nothing infuriates customers more than having to call and ask where a field service worker is or why they haven't arrived yet. You can curb this issue by automatically notifying clients by mail, SMS, or the customer portal. Customers are alerted when a field service worker is nearby or if there are any delays. This improves customer satisfaction and reduces the number of calls to the dispatchers' service centre.

To close the feedback loop, get in touch with them directly via their preferred communication methods or distribute an online survey asking about anything from problem-solving to their experience working with a field worker. Staffing and education should be modified to better meet customer demands and address any issues if the business is to be sustained and develop further.

Keep Your Clients Engaged

Unless planned maintenance is covered by the equipment service warranty, customers won’t remember to fix something that isn't broken. Utilize real-time data to evaluate the condition of the asset and determine whether an update or preventative maintenance is necessary or not.

Timely automated alerts with updates and appointment reminders are sent to customers through email, SMS, or the customer portal using this data. Even when there is no emergency, you can still keep the customers well informed, cut costs, and maintain engagement.

You must be willing to take extra efforts to boost customer engagement. You can take the field service fundamentals trail on Trailhead to discover how to be proactive rather than reactive to deliver the best customer experiences.

Final thoughts

To please the consumers and meet all their requirements, you should always be willing to go above and beyond. Finding strategies to improve customer interaction is very important as customers can either make or break your business. You can follow the above-given methods along with using apps like the Salesforce Field Service Mobile App to improve your field service in all the ways that will keep your customers happy and loyal to you.

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