Improving and Optimising Customer Service
Optimising customer service provides business with improved customer satisfaction but also reduce cost of acquiring new customers and increase customer retention. To optimise customer service, businesses should study all the processes from marketing, sales and customer service. For years, businesses have believed that the power of their brand could overcome most obstacles however in the recent years, a research conducted by Microsoft has shown that the value of relationships with your customers is much more important than your brand.
Your business has two types of customers to sustain : new and retained. On average, it cost five time more to attract new customers than to retain them. Statistics also shows that once you’ve gotten new customers, they are 60%-70% more likely to buy from you again and would on average spend 31% more than new customers. (these are according to Harvard Business Review’s research)
In view of the above statistics, it is clear that any organisation providing field service should provide superior customer service experience in order to retain existing customers. In fact, 89% of businesses says that customer experience is key to creating loyalty and retention.
It is no secret that the two main core to retaining customers are surprise and delight. As mobile-based services and IoT keeps field service organisations more connected to customers, it is now easier to surprise and delight customers in your own ways. Here are 6 examples on how you can do that :-
BE PROACTIVE – Alerts can help you stay on top of potential customer issues so that you can reach out before they do. They might not even realize they need a particular service until you put it on their radar.
BE PREPARED – Ensure that technicians not only arrive to service calls with all the parts necessary, but they also anticipate other issues that may arise as a result of the reported problem. Creating a consultative relationship with the customer is more meaningful than simply taking orders.
SIMPLIFYING THE PROCESS – No one likes to handle lots of paperwork. Empower field technicians to generate invoices from their mobile device and allow customers to quickly sign documents from a phone, tablet, or computer.
BETTER FIELD EXPERIENCE – Your field technicians have a unique opportunity to interface with the customer directly. The service they provide can be your best sales and marketing asset as they are usually in a position of trust to the customer.
DATA DRIVEN – Collect customer data and solicit customer feedback to improve efficiency and quality across the entire customer journey. Mine the data to further personalize your service as customers would love to feel special.
SNAIL MAIL – No one gets mail anymore and when they do, it’s junk. Getting something worthwhile in the mail is a delight in and of itself. A quick thank you note can go a long way toward building loyalty as well. From time to time, include a just-for-you offer to create a deeper bond.