The days of what’s done in the dark, will stay in the dark are over. The light of social media illuminates the good, the bad, and the ugly, and more often the bad and ugly LOUDLY. Social media touches every area of our lives and the lives of others, so much so, that we now live in an interconnected world where secrets are no longer taboo. They become trending topics - etched in cement, never to be lost. And while this adds another dimension to the way we conduct our own personal sharing, social sharing, has become a source of truth for consumers that has shaped the way companies do business.
Field service organizations are especially vulnerable when it comes to consumer social venting. FSO’s no longer have the luxury of showing up late to an appointment, because unfortunately, by they time they arrive, chances are high the customer has already notified everyone from their middle school sweetheart to their Great Aunt Betty of the awful service they are receiving all by sending out one post to their favorite social media platform. It’s easy to post frustrations towards companies and yet the impact reaches deep for companies’ reputations.
Coincidentally, top FSO’s put customer engagement as a leading priority in 2015. This is why FSO’s need to be aware of how social media affects the way customers are engaging and affecting their business.
Here are a couple ways social media affects the field service industry.
1 – Brand Awareness - According to social media examiner, almost 58 million Americans use social media daily and they aren’t just there to socialize. In fact, brand-following behavior on social media sites has increased by a respectable 17% in the last two years. This means your customers are watching you, and they now have access to see all the happy and not so happy reviews.
Having an active social media presence can help you monitor what is being portrayed to your customers about your brand. Not only does an active presence help maintain your image; it is a great way for your brand to become known. 33% of consumers cite social networks as a way they discover new brands, products or services.
2 – Customer Engagement/Service – Your web savvy customers are becoming more demanding on social media. In fact, 25% of consumers who complain about products and services on Facebook or Twitter expect a response from the company within 1 hour.
Salesforce surveyed 1,200 companies ranging from 50 to 5,000 employees and discovered in 2014 that 15% of companies surveyed say more than 25% of customer service inquiries are initiated over social channels. This means customers are now trending towards utilizing social media as a customer service channel.
It’s general knowledge that the best defense is a good offense, so many Field Service Organizations are now seeking ways to increase the level of customer service they are providing by implementing field service management software. FSM software manages field resources, increasing the level of service offered to customers, giving them little reason to complain on or offline.
Additionally, top FSO are finding ways to make social media work for them by allowing field technicians access to social media and social tools like chat to reach experts to collaborate and gain answers they needed to get in and out in one trip.
Field Service Management software platforms like ServicePower’s increase your first-time fix rates, reduces mean time on job, reduces inventory inaccuracies and cuts costs with continually optimized, automated scheduling, which results in delighted customers. To learn more about how ServicePower’s platform can improve your field service management customer service, request more information here.
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