Sometimes, the phrase “delight your customer” can feel complicated all on its own, without the daunting task of actually doing so. Customer delight has become a focal point of every service oriented company, due in large part, if not entirely, to the rapidly growing technological landscape and its ability to feed a consumer behavior we have come to call instant gratification.
What Exactly Is Customer Delight?
Salesforce breaks down the customer experience for us stating:
Customers’ perceptions of service are based on how the experience matches their expectations:
- Satisfactory service occurs when expectations are met
- Delight occurs when service exceeds expectations
- A service failure occurs when service falls short of expectations
And while the concept of delighting your customers sounds, well, delightful, the execution is often much harder due customer expectations. Here are some stats that shed light on customer expectations in relation to customer service.
Customer Service Statistics from Leading Analyst Firms
- According to the RightNow Customer Experience Impact Report, 89% of consumers have stopped doing business with a company after experiencing poor customer service.
- The 2012 Global Customer Service Barometer reports that consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences.
- Nielsen-McKinsey’s survey gleaned that 33% of consumers would recommend a brand that provides a quick but ineffective response but only 17% of consumers would recommend a brand that provides a slow but effective solution.
- eConsultancy reported that consumers prefer assistance using these channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), “click-to-call” support automation (34%).
- According to CRM Magazine, 45% of companies offering web or mobile self-service reported an increase in site traffic and reduced phone inquiries.
To summarize, consumers expect fast service, and easy, accessible communication. The challenge is how to do make this a reality for your customer base?
ServicePower Helps Organizations Exceed their Customers’ Expectations
ServicePower’s innovative field service management software provides service organizations with a large variety of features and functionality that directly impact customer service. Our goal is to help you delight your customers while still cutting costs, but not corners.
REAL Street Level Routing
While just about every FSM vendor out there will claim they offer street level routing, the reality is, in most cases that just means that the likes of Google Maps is integrated into their product. Not ServicePower. Our algorithms factor routing into our optimization. Street network drive times and travel profiles take into account rush hour periods. Typically our software is a mere +- 4 minutes of real drive time. This will help your field techs turn up on time, every time, to the delight of your customer who has most likely had experience waiting for service professionals in the past. If there is a hold up, our software works out the most efficient travel options and gives you the ability to alert your customer.
Detailed Skills Checking
As a consumer yourself, have you ever had a technician turn up that hasn’t had the tools or skill set necessary to complete the job? Not only have you wasted half a day, but you have to reschedule for another time, which means even more downtime, and inconvenience for you. ServiceScheduling’s detailed skills checking matches employee skill levels with open jobs to ensure the right tech turns up to complete the job.
Additionally, unlike rules based engines, ServiceScheduling intelligently schedules SLA jobs. It also has the capacity to manage long-term jobs and forecast for and add additional people based on the scope of each individual job.
ServiceOperations offers parts aggregators to facilitate integrated search, ordering, order/shipping stats, returns and cancellations. This allows your organization to control parts costs and cycle time. ServiceScheduling can schedule parts to a specific job if the inventory is accessible and the job request defines the required part. This predictive intelligence feature increases your first-time completion rates while keeping costs down for your customers. Not only does this give you a competitive edge, but helping customers line their pockets is sure to delight them as well.
ServiceMobility not only ensures that field techs get the right information for each job and/or asset but it also helps with diagnostics and on-site training to increase your organization’s first time fix rate. Additionally, customers can set up real-time to keep them notified of when their technician is going to arrive. Set up or fixes happen faster and your customers are completely comprised of their situation through mobile communication. What’s not to love?
ServicePower has Big Data handled as well. ServiceMobility has the capacity to push large amounts of data from training videos, to time sheets, to customer information to field technicians while collecting data and feedback from them at the same time. This helps to ensure that your field service is operating based on continuous data driven decision making, allowing you to work smart and provide better more intuitive service to your customers.
The above is just a small list of many features that can help you transform your customer service strategy and truly “delight” your customers. Customer expectations are high these days with all of their access to technology. Why not use a little technology yourself to make sure you are continually exceeding those expectations? To find out more about how ServicePower can help your organization with customer satisfaction/delight, schedule your demo HERE now.
Image courtesy of KLH Consulting