When it comes to customer service for electricians, there are many aspects to keep in mind in order to grow a connection between your business and your customers. A business management software for electricians is the perfect way to keep your business running in an easy-to-navigate system that ensures KPI improvements and keeps customer satisfaction ratings high.
So how does an electrician project management software change and continue to nurture the customer experience? Due to the nature of the work being done where the majority of the time is outside of the office, messages from customers need to be easily accessible and cloud-based Electrician scheduling software is ideal for managing many areas of business, including keeping track of messages and ensuring fast response times.
Why Service Metrics Matter
Nowadays, customer connections are extremely important to maintain because of the amount of capable companies just like yours. To be chosen out of the competition, customer care must be prioritized to keep ratings up. The first thing most people will do is go to Google to search the ratings and reviews left by previous customers.
When you’re sending your electricians to an on-site job, things can easily go awry if customers are not prioritized. Imagine this situation: the customer can’t get a hold of your employees for some scheduling issues, they are frustrated due to the lost time they had to wait and figure out the time of arrival, they meet the electrician but despite the top-notch work done, their experience is clouded by their disappointments in low response times. That disappointment can easily become a complaint or low star rating that dissuades future customers from choosing your business.
How to Improve Customer Service Metrics With Electrician Estimating Software
It should be noted that communication between customers and a business is not just done through verbal or textual communication, but through visual communication via colors and overall brand style choices. Every interaction a customer has with your business is a form of communication—it either improves or worsens your chances of being their electrician company of choice. According to SuperOffice, “80% of buyers will pay more for a better customer experience.” To show why your business is the right choice, start by choosing an electrician management software.
1. Providing Control To Customers
With an electrician estimating software, the customer portal alone can improve communication by allowing customers to view tasks in real time along with paying bills and viewing the status of current jobs. This allows them to feel in control. As a result, it creates an overall better experience that will be reflected in your ratings. Additionally, ease of communication with your off-site electricians from the office can be a big improvement to create awareness of the tasks at hand, if any unexpected problems arise, or if they need additional equipment.
2. Improving Average Reply Time
As noted before, replying fast is a surefire way to make customers feel like they are prioritized and as an added benefit, makes for better KPIs. A way to ensure faster responses when you have limited time to sit down and answer customer questions is by sending a quick response that you have seen their message and will reply shortly. Customers thrive on updates even if it’s just a note that their electrician will be responding later. Sure they might ignore the message once they’ve seen it, but the important thing is that they get the message and they do see it.
3. Allowing Customers Transparent View Of Job Status
By using an electrician project management software, it allows customers to see the much more detailed reports of the dispatches and arrivals. It creates a seamless stream of information that is available to view by customers and everyone involved in the process, perhaps another type of contractor who may be working in tandem with the electricians. Any doubts or worries they have will be alleviated when they are aware of the goings on of a current job. It is similar to online shopping when customers want to track their package. They check for updates, when their package will ship, and where the package is on the map. It doesn’t make the package arrive any sooner, but it does improve their mood regarding the transparency of the services being provided.
Choosing the Right Field Service Management Software
There are many options when it comes to choosing an electrician estimating software, however, be aware of hidden fees and upgraded features that are designed to keep you spending additional money not presented in the initial features. The best electrician software should include service metrics, scheduling and dispatching, work order management, customer portals and much more that is designed to help your business grow by keeping it in one management system.
Most importantly, the right business management software will give you all of the features you need at one upfront and affordable cost, eliminating the worry of having to keep paying for additional features and add-ons. The last thing your business needs is to be hindered by having to wait and pay more for additional features that you need today.
The Takeaway
When it comes to businesses heavy on field work and out of office duties, the best tool is a cloud-based business management software that organizes your business needs and allows work to be done seamlessly outside of the office. While that alone is enough to heavily grow profit margins, customer service tools including customer portals and service reports upgrade the customer experience and in turn, differentiates your business from its competition.
