Today’s service-led companies are facing increasing expectations for quicker resolutions and better overall customer experiences. And, to help meet this challenge head-on, more and more organisations are turning to service management technology.
What are your objectives?
When investing in new tech, it’s vital that businesses know what they want to achieve. Only then can they ensure a strategic approach that delivers ROI and meets their wider business objectives.
For example, you might want to invest in tools that help you to:
- Provide a more proactive service (rather than simply supporting a break-fix model)
- Minimise the service window for a better customer experience
- Keep customers up-to-date with alerts and handy updates
- Ensure you send the right person, to the right job, with the right equipment and parts.
As such, when it comes to choosing technology, there is no one-size-fits-all approach. But, despite this, some key service solutions have become popular when helping to address customer needs.
How to meet customer demands
- Messaging apps. Today, almost everyone has a smartphone on them. So, whether your business is B2B or B2C, using a mobile messaging app will help you to keep your customers updated at all times
- Mobile apps. With cloud-based mobile apps, your staff can now fill in electronic forms using any mobile device, wherever and wherever they are. Just as important, this information then syncs with your back-office systems in real-time – so you can use this data to provide updates to your customers
- Bots. By automating basic communication, Bots offer a great way to engage your customers and provide support 24/7
- Artificial Intelligence. Taking the bot one step further, AI technology is capable of providing smart virtual assistants that understand genuine human dialogue
- Surveys. Quick online surveys can be used to get feedback immediately after a service visit. This can help your organisation to understand your customers better and make improvements based on their needs
- Customer portals. Today’s customers expect more self-service options than ever before and online portals and dashboards provide instant access to information in real-time, whenever your customers want it
- Geo-location apps. By tracking your workers’ locations in real-time, you can provide a narrower service window to your customers, while updating them in the event of any delays
- Predictive/preventative maintenance software. With planned preventive maintenance (PPM) service-led businesses can perform regular maintenance and reduce the chances of equipment failing. Instead of fixing things when they break, you fix them beforehand – leading to enhanced levels of customer satisfaction
- Social media. By adapting social media accounts to handle customer service situations, service-led companies can do more to address customer feedback in an effective and proactive way
- Visual support. Tech such as live video, recorded video etc. can help to facilitate issue resolution. Indeed, technology that supports eye contact such as video voicemail and video conferencing is set to become increasingly popular because it improves relationships with customers.
Service management software
Combining many of these technologies, cloud-based service management software is delivering enormous benefits to businesses. And it can help any operation that wants to achieve high levels of customer satisfaction and efficiency. Not least because, for one affordable monthly cost, service management software has the potential to improve ALL your business processes.
Find out how investing in could-based service management software could help your business to meet customer demands and future-proof its position in the upcoming years.