46% of US consumers prefer to schedule appointments via email, an online platform, or a mobile app, while only 38% of home service SMEs are offering digital self-scheduling. Too many mobile service companies are still stuck on the idea that people want good old fashioned customer service. Statistics and trends tell a much different story. Consumers want action. They want it now and at lightning speed. You can send your customers through the peaks and valleys and fancy portals of your website. You can lead them to that almighty ‘Get In Touch’ button that ultimately leads to you sending them an email. Or maybe you’re really on top of your Customer Service game and you greet them with a ‘Request a Call Back’ feature. I like to call this your website’s equivalent to having a ‘Snooze’ Button.
Most consumers don’t care if you call them back. You’re not that special too them. They’re texters not talkers. You know what is special to them. Their time. Not your time. Not the soothing sound of your voice. If you want to give them the gift of YOU, put a Live Chat box on your site at the very least. Whatever you do, make it instantaneous. The time you make them wait for you to give them a ‘Call Back’ they’ve almost certainly moved on to your competitor; your competitor who is up to speed with the latest technological trends.
Auto-response is instantaneous. It is customer service 2.0 / 2021 style. Not only is this what the consumer wants. It also allows you to scale out your business, it frees up your time, and it locks in your potential customer before they have chance to go looking elsewhere.
Robert Ducharme is CEO of Routezilla, a one-of-a-kind Geography driven customer scheduling software that is designed for service companies who must visit customer locations and need to deliver top notch customer service. By asking the right questions of your customers Routezilla is able to offer fully automated customer service to your customers.
“The US on-demand home services sector currently stands at $600 billion. It has shown a steadfast growth during the pandemic and is projected to grow at a CAGR of 49% by 2021. Do you have the workflow methods in place to keep up.”
Routezilla Software Corp.