Every customer has gone through the pain of scheduling a field service appointment and getting the responses like- “Please wait, you’re put on hold” or “You have been slotted into the next week’s schedule." If you are giving such responses to your customers then it is all because of your inefficiencies in field service management.   Do you know that 84% of customers say the experience delivered by a company is as important as the products or services it delivers? Well, that means that every time you keep a customer waiting, you might end up risking the reputation of the company. Your customers deserve to get same-day assistance and asset installation. Salesforce Field Lightning Service can help you make a difference here.  

What is Field Service?

Field Service to Boost Customer Engagement

1. Let customers take the wheel of self-service

   Work on providing your customers with self-service capabilities to create and change requests across different communication channels. This can be done in multiple ways: i.  Create a customer portal. With an easily accessible customer portal on the business website, customers can book or update an appointment. They can even access FAQs this way to know the answers to their common questions, which might prevent the need to put a query.ii.  Leverage chatbots. Customers always look forward to getting an instant response to their inquiries, and you can provide them so through chatbots. Chatbots enabled on your website can field common requests like making an appointment or checking a service request and creating a seamless customer experience. iii.  Provide visibility into service history. Make your customer portal a one-stop shop for customers, allowing them to book appointments and track the service history platform on the same platform. This will eliminate redundancies in problem-solving and the need for customers to call up for details.

2. Automate updates for service status

   It could be frustrating for the customers to keep calling to ask where a mobile worker is or why they haven’t reached the service delivery yet. Sending automated updates to customers via SMS, email, or the customer portal can reduce this friction. This helps in reducing call volumes for dispatchers while improving customer satisfaction.

3. Streamline the post-visit process

   Organizations can automate their entire post-visit process with a list of services recorded in the customer portal. Offering them a digital payment option is a great way to continue the services, so there is no need to visit to pay the check or cash. Also, for any of their questions, allow the customers to connect directly with agents through chat. You can close the feedback loop by reaching out to their preferred communication channel. Deploying an automated survey or questionnaire on everything from issue resolution to their experience with a mobile worker can also be helpful. This helps in evolving staffing and training to meet customer needs and address the issues head-on to maintain customer loyalty.

4. Keep customers engaged on an ongoing basis

   Chances are customers are not recalling a service after purchase until they need it again for fixing any damage to it. They won’t be remembering your company unless scheduled maintenance is a part of your service contract. The company agents have to stay proactive and use real-time data to understand asset conditions and detect when it’s due for preventative maintenance or upgrades. It is helpful to the customers and also continues engagement beyond the times when there’s a problem.

Keep Customer Engagement On Top Of Your Priority List with FSL