Field service customer support

Each year, companies are learning to prioritize customer care and build their services to meet client needs and solve their problems. According to the Microsoft Customer Service Survey, 95% of consumers prioritize customer care when choosing a brand and becoming loyal clients.

A professional organization builds a positive relationship with customers through attention to their needs, personalized services, and communication. Good relationships with clients let you learn more about the audience, improve your product, and in the end, gain more revenue. But not all companies are the same. Field service organizations have to use specific methods to ensure quality customer care. 

The problem is that many field service businesses focus on the product alone instead of prioritizing customer service. It makes sense because most of the work is done physically, solving issues with equipment and installments. Therefore, most customer care is done on the spot and comes from technicians or field engineers.

While such service can be more personalized, it often ends with a completed task, leaving customer care behind.

Why do companies fail to ensure customer satisfaction?

Low product/service quality
This point is obvious. If you sell a service or a product that doesn’t meet promised quality, you might lose customers and harm your reputation. 

Lack of communication
Poor communication with clients and your team responsible for client service and satisfaction can lead to mistakes. Connection with a client should start by introducing them to your service and explaining how it can resolve their issues. Then you should follow up with the customer throughout their buyer’s journey, and come back for feedback. 

Poor communication with clients and your team responsible for client service and satisfaction can lead to mistakes. Connection with a client should start by introducing them to your service and explaining how it can resolve their issues. Then you should follow up with the customer throughout their buyer’s journey, and come back for feedback. 

However, often the problem is miscommunication within the company. Departments don’t communicate enough about customer situation or specific needs, causing unprofessional service and negligence.

Slow and inaccurate customer care
Small and medium companies have the advantage of personalized and prompt customer support. But many skip it, although it’s one of the most critical factors that shape the customer experience. If a client has a question or an issue, you can’t ignore it or give vague information because there are plenty of services that can take over.

Unaware of feedback
Business needs feedback to identify its weak points and improve them. If nothing wrong happens, not all customers leave feedback. As a company, you should always encourage them to provide service insights so that mistakes could be avoided next time.

How to increase customer satisfaction with the FSM solution?

When the client base grows, it becomes more challenging to ensure satisfying customer support. A solution for field service companies is an FSM software that allows optimizing time and task management within the company. 

READ MORE: PRIORITIZE CUSTOMER SERVICE WITH FIELD SERVICE MANAGEMENT SOFTWARE

Field service software automation improves:

Personalized and fast customer support
A field service management solution allows clients to register inquiries, and it immediately notifies your team members. If you have a manageable customer base, use it as the advantage to personalize customer support. Even when your clients have a small issue, personal touch and attention can do a lot. 

Reporting and feedback
Surveys and reporting are excellent customer satisfaction measurement tools. After each task, your team should make sure that the client is satisfied and leaves feedback. This way, you can have a better outlook on your workforce performance. Taskertools FSM software prioritizes reporting as one of the primary customer satisfaction indicators. 

After the issue is resolved, a client receives a detailed report with the information about used materials and time spent on a task. Reports also include visual information to prove that the work is completed. Within seconds, a client receives a performance questionnaire and can leave their feedback. 

Communication between departments
FSM software enables communication between departments and allows team members to share information faster. Each client has a dashboard with tasks and responsible team members. Therefore, everyone can access data and follow up with updates and feedback. 

Taskertools FSM for a flawless customer care

Customer care is a broad term that includes your product quality, SLA response and resolution time, client service, and communication. Taskertools mobile field service management software enables you to do all this and achieve better customer satisfaction. 

We are excited that our work meets Taskertools clients’ needs. Baltic Agro Machinery, one of the Taskertools success cases, significantly improved their customer satisfaction. After the Baltic Agro Machinery team implemented Taskertools, their negative NPS score increased to 55, and customer complaints fell to 0. Now, Baltic Agro Machinery ensures that their clients get detailed information within seconds after the task is completed. 

Taskertools team seeks to guarantee exceptional care for your clients’ needs and deliver a versatile tool to simplify daily business operations. Visit our plans to see how Taskertools can complement your customer care.