From providing a best-in-class customer experience to optimizing technician driving routes, it’s crucial that your mobile automotive service team has...
How to find a field service mobile software that doesn't suck
Learn how to amaze, engage and retain customers with the right field service mobile software
Creating the best experiences for your customers is essential to keep your field service business afloat. In fact, it's estimated that customers will spend about 17% more for a good experience than they would otherwise.
As a business owner, how do you run your day-to-day operations, manage your team, and delight customers simultaneously? You might use various tools to help, but have you really found a solution that creates a seamless experience for you, your technicians, and your customers?
The reality is that traditional field service software misses the point. Once a customer books an appointment, they lack transparency into the service with acceptable methods of communication, leaving both them and their technician in the dark.
To run your day-to-day operations efficiently, you need to have clear insight into how your employees interact with customers and represent your business while out on the field. Another factor you keep a close eye on is your customers' experiences. But at the end of the day, you need software that fits your business and can make your job easier, instead of more difficult.
The right field service mobile software can help solve the issues created by fragmented software solutions and operations challenges your business faces. With an all-in-one solution, customers can receive a digital, transparent experience while minimizing your busy work and maximizing revenue.
The result is a seamless customer experience that gives your company what it needs to grow. Plus, you can access every feature you need to deliver excellent one-on-one service and amaze customers with a modern experience they expect.
What is field service mobile software for your business?
The right field service mobile software should be a modernized, purpose-built solution to help you run your onsite service business with point-of-sale, CRM, and shop management. This software can reduce admin work with all the functionality you need in one platform, giving you the ability to :
- Optimize scheduling efficiency
- Offer transparent pricing and upfront payment
- Improve communication processes
- Generate a collection of positive reviews
By equipping your technicians with the tools and processes they need, they can translate their daily service into fantastic customer experiences.
How the right field service mobile software can benefit your business
This software provides two benefits for you and your business. It enables you and your customers to reduce unnecessary work with everything needed for mobile service grouped in one platform. It also allows you to serve happier customers with one seamless digital experience while saving yourself time on admin tasks. Here are some more things you might consider when purchasing mobile field service software:
Optimize scheduling efficiency
With the right field service mobile software, customers can schedule their own appointments and make changes to their schedule whenever they want. This means that if there are any last-minute changes they need to make, they can always choose a time slot that best fits their needs. This gives customers the ability to stay in control of their appointments and experience the flexibility they expect.
Customers who make their own appointments are less likely to reschedule. Self-scheduling combined with an automated process leads to fewer mistakes. Customers are also more likely to reschedule rather than cancel their services altogether.
While customers control their scheduling process, you can leverage digital guardrails by only letting customers select appointments that fit the business rules you set. This means you can assign vehicles to service areas and establish limits on drive times between appointments.
You can also ensure that as customers self-schedule appointments with you, they will only be given options that fit into your existing schedule, as new appointments are automatically grouped near other appointments in the same neighborhood. This way, customers can select appointments that match their criteria, while your techs optimize their daily schedules by working more and driving less.
Offer transparent pricing and upfront payment
Today, customers expect transparent and upfront pricing models. They want to know exactly how much a service costs and why. Your field service mobile software needs to give technicians all the tools they need to add transparent pricing to their services and allow their customers to select the right service for them, with no payment surprises. This software can also give technicians the option to offer additional work authorization requests in just a few taps.
Some mobile pay options are rudimentary. They can get the job done, but they don't connect with everything. Worse, some force you to take extra steps to ensure the right information goes to your accounting software the right way.
When invoicing and payments are combined on an effective mobile platform, customers benefit from the ease of making transactions. The best part for your technicians? They won't have to chase customers for payments or waste time for work authorizations and upsell requests.
Improve communication processes
Another element that separates great field service mobile software from the pack is that it improves communication between your technicians and customers. Your technicians can send pre-canned messages to efficiently update customers at different stages of their appointments.
Technicians can also send upsell approval requests, so they don't have to wait to get ahold of customers and get to their next job on time. Your technicians can even use a field service mobile app that allows them to run their entire operation on the go and ensures their daily service processes translate into amazing customer experiences.
Your customers will also benefit from enhanced communication on mobile field service software. With professional digital service reports, photo attachments, and videos, your clients can gain the transparency they need at every stage of their service. They can also text with your admins and technicians all on the same thread, so nothing gets lost in translation.
Finally, your customers can stay in the loop with live technician GPS tracking. This allows clients to check when their technician will arrive or if they're running late for an appointment. The result? Customers will gain peace of mind and feel like they are in control while you simplify how you manage technicians and communicate with clients.
Create a collection of positive reviews
Lastly, having the right field service mobile software allows you to take advantage of the great service you provide your customers with reviews.
One key advantage of the right field service software is to automate customer review generation to increase 5-star ratings. Once you amaze customers with your transparent, reliable, and elevated processes, you can build a collection of positive reviews and automatically publish them to your favorite review sites whenever you complete an excellent service.
Improve customer experiences and boost revenue
Today's consumers expect transparent processes and real-time engagement. Old field service models simply don't make the cut. A modernized and transparent field service mobile software removes the pain of complicated customer interactions, scheduling, and payment processes. It creates an elevated, digital customer experience that delights your clients and makes your life easier.
By putting your customers at the center of your business, you gain everything you need to increase revenue, improve customer retention and generate more five-star reviews.
Zippity was built exclusively to take the pain of on-the-go customer interactions, complicated scheduling, and unpredictable onsite service processes to establish your business and bring in more confident prospects.
Schedule a demo with one of our experts today to learn more about Zippity's modern approach to customer engagement in field services.