Can businesses measure customer satisfaction or experience without metrics like Net Promoter Score (NPS)? The answer is frequently debated in the service industry. For those with field service operations, mobile workers often provide the most, or only, direct interaction with your customers.
The...
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Dispatchers sit at the intersection of customer experience and field service management, making it one of the most demanding jobs in field service.
Dispatch management combines customer and equipment needs with the appropriate field service workers to meet customer expectations. These include a...
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Every customer has felt the pain of scheduling a field service appointment: you’re put on hold, slotted into next week’s schedule, and told someone will come between 8 a.m. and 6 p.m. In short, you’re subject to the inefficiencies of a reactive model in field service management.
Why can’t customers...
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For decades, whiteboards were one of the most useful tools in field service scheduling and planning. Dispatchers manually mapped schedules based on input from staffing managers and identified an available field worker with little-to-no-visibility into the full mobile workforce. Unfortunately, this...
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As customer communities continue to evolve, companies are embracing the benefits they can bring beyond peer-to-peer support forums, such as product ideas and brand advocacy. When establishing a community as part of your digital customer service, it’s a given that you’ll hire staff dedicated to the...
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We’re at a defining moment for field service management — invest in digital transformation or risk getting left behind.
Sketching calendars on whiteboards, managing schedules on spreadsheets, and sending mobile workers into the field with clipboards and mounds of paper forms means we’re not giving...
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Customer experience expectations are on an upward trajectory, and the stakes are high for companies. In 2019, 84% of customers said the experience a company provides is as important as its products and services — up from 80% in 2018.
Standing at the doorstep of the new decade, let’s examine where...
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As companies seek to place customers at the center of their business, they’re also learning what it means to become a more inclusive business. Our world is diverse, but too often we limit ourselves and others with unintended bias.
In 2014’s “The Inclusion Imperative,” author Stephen Frost wrote,...
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Today’s customers already use messaging apps to communicate with friends and family, with more than four billion monthly active users on the top three messaging apps: WhatsApp, WeChat, and Facebook Messenger. In business, they want the same level of connectivity on preferred channels to make...
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