What your customers are trying to tell your mobile workforce

We’ve all been there. You’re in the middle of a four-hour ETA service window and need to pop out for a few minutes. Unfortunately, that is when your assigned technician arrives for the appointment. Once they see no one is home, they try to call and drive off. From the customer’s perspective, waiting for an appointment is frustrating at best, and at worst anxiety-inducing. Research by Localz revealed that a shocking 71% of respondents felt physical and emotional disturbance around scheduled appointments.

From a business perspective, every missed appointment results in unnecessary operational costs, not to mention reduced customer satisfaction. Now imagine that the customer could not only track their technician’s arrival in real-time but also have the option for two-way communication. They could share the vital information needed to make the appointment a success.

In the same vein, it’s valuable to communicate with customers once an appointment has finished. By sending an automated feedback request, your team can proactively deal with issues that arise on the day of service. Here we’ll look at messages that end-customers have shared with their service company – either via two-way communications or post-appointment feedback. You’ll see how customer communication increases first-time access, reduces time spent at the property, and saves operational costs.

Read more about Localz:
Beyond customer experience: How visibility benefits field staff
Why are energy and water companies opting for real-time feedback?

Speed up access
Two-way communications allow 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.

Prevent failed appointments
No-access visits come at a considerable cost to your service business. You might think that most failed appointments are inevitable – if a customer isn’t at the property, there’s nothing you can do. But the following messages show many appointments are salvageable with access to the right information.

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.

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.

Collect actionable feedback
It’s increasingly common to trigger an automated feedback request via SMS once a job has been completed. Customers can share their thoughts while the appointment is still top-of-mind, allowing you to identify problems before they escalate.

In cases where the job has gone to plan, a well-timed digital feedback request can remove the need for a follow-up phone call. This frees up your team to focus resources where they are really needed.

The value of customer engagement
How much money do you lose on missed field service appointments? And how many customers have been left frustrated with no easy way to share information?

With real-time visibility and communications, you can increase first-time access rates and elevate your customer experience.