Technology can help deliver a great customer experience, there’s no discussion about that. But besides artificial intelligence, digital assistants, big data, internet of things and all those other tools derived from today’s technology, sometimes all you need is to go back to basics.
Surely modern communication systems enable you to keep in touch with your customers more easily. What’s more, field service software like Synchroteam can be a real asset when thriving to provide the best customer experience. However, it could also be fun if this year you chose a few, say, different ways to connect with your customers and build better relationships with them.
Here’s a few ideas to inspire you to achieve excellent customer experience in 2020!
From upcoming cutting-edge technology and growing customer expectations, to new service delivery models and an evolving workforce, surely there are many important changes and field service trends coming to the industry in this year.
And in order to stay ahead of competitors, one needs to be flexible, anticipate customer needs and adapt to new times and new technologies.
Here are the main trends that we expect to rule the industry of field service in the next few months.
Field service trends in 2020
In today’s world, customers are not familiar with the concept of waiting. The immediacy of technology has spoiled them, and they’re used to obtaining what they want or they need right now. And of course, the same applies to customer support in field service. In fact, 66% of customers feel that valuing their time is the most important thing a company can do to provide them with good online customer experience.
Customers who get in touch with you don’t want to be put on hold or transferred from one agent to another, having to explain their issue a dozen different times. Essentially, when these people contact customer support in field service, they want their problem to be solved as quickly as possible, and with minimum or no effort from their side.
So in order to meet these high expectations, you need to be constantly investing in research and development, and find the best digital solutions to provide the best customer support in field service. One of them is probably a live chat platform, and here’s why.
We’re reaching the end of December, and this means another 12 months are already officially in your field service business books. Remaining in the market for a whole year is already a victory, but besides profits, there are other ways to evaluate the success of your company during the last 12 months.
In this article we’ll go over a few different ways you can use to review the results of your field service business during the last year, and also spot those areas that need improvement during the coming months. So besides gathering the books for taxes, it’s time for the yearly review!
When we approach the end of the year, we tend to ask ourselves the same questions: how will things go for my company? And, in the case of HVAC business, what obstacles will be waiting for me?
Firstly, let’s start with the good news: the HVAC business has a positive outlook.With the hot summers and freezing winters we’re having lately all across the country, it’s likely people will still need heating, ventilation and air conditioning services for a while. In fact, according to the Department of Labor, more than 46,000 new jobs will be created in this field in the next ten years.
Now, the not-so-good news: turns out there may not be enough workers to fill those jobs. At least, not skilled enough for this kind of position. And besides the limited workforce, there are other challenges coming up in 2020. As being aware of them is the best way to success, here’s what to expect in the HVAC business for next year!
How do you decide how much to charge for your services? This is probably one of the most complicated questions that field service companies need to answer. And in case that’s not enough, now you’ve got something else to take into consideration: HVAC flat rate.
At first, prices in the field service business were based on the popular T&M method (that is, time and materials used in the job). But times have changed! Technology now enables customers to do their little research beforehand, compare prices and ask for an upfront offer even before deciding to hire you.
So this is the kind of situation where establishing an HVAC flat rate makes sense. Let’s take a look at it and learn more about this new way to charge for your services.
One of the biggest challenges in any small business is taking care of any aspect of the job that falls totally out of your expertise. In the case of HVAC accounting, you may know everything that matters about HVAC installations and maintenance, but that knowledge won’t be of any use when it’s time to balance the company’s books.
What’s more, the kind of business you’re running, in which you sign contracts with customers all the time, adds an extra layer of difficulty to the already complex process of managing taxes, employee wages and general costs in the company.
Fortunately you can apply certain tactics and use special tools to make this whole process a little easier, so that HVAC accounting doesn’t take up much of your time and you can focus on what’s really your area of expertise.
Here are a few tips you can follow:
Preventive HVAC maintenance is always a good idea. You can offer it as a plus service to your customers, giving them the chance to take action and address possible issues before they become a serious problem. Performing a regular HVAC revision not only allows you to fix potentially hard situations before they ever happen, but can also be a good, solid source of income for your HVAC company.
It’s precisely this time of the year, in transition between seasons, when a fully thorough HVAC revision becomes more than necessary. Weather is increasingly becoming colder and you need you make sure those heating systems installed in your customers’ homes are ready for the winter.
For best results, you should prepare a comprehensive HVAC revision checklist with all the key points your technicians have to review. This will help them avoid missing any important parts while checking that everything is in order. This list has to be as detailed as possible, and it should include at least the following:
Everybody makes mistakes. Yes, that’s totally true. It’s also the perfect message to deliver to your kids when they put clothes on inside out, or spill milk over the newspaper. But the thing is, mistakes also do cause real problems in the adult world, and if we’re talking about customer service mistakes in your company, then things can really go south.
Sooner or later, one day a member of your team (or it could be yourself!) will find out that a technician has screwed up in a job. What do you do in these situations? How can you handle it so that it has the lowest impact possible?
In field service management, like in any other modern industry, there’s a growing demand for efficiency, accuracy and outstanding customer service. This means, of course, that field service software like Synchroteam must keep up with the times and pack new features with each new version that meet those demands.
Now that we’re moving in the last quarter of 2019, it’s a good idea to review the main trends in the industry and how field service management needs to be in sync with those. A greater ability to go mobile and a more open structure to work with other systems and protocols are just some of these features.