customers are unlikely to return to a website that does not provide an answer
is what an organization pays for a truck roll for service
customer service decision makers consider CX as more important than before
In utilities and field service organizations, customer service has some additional challenges. A customer reporting a gas leak or power outage needs to get through to an agent quickly at any time of day. And, it is not just the speed of response that is challenging; any inquiry that results in a field service visit has a high cost associated with it. Organizations need to ensure the right technician makes the visit properly briefed and, wherever possible, with the right parts and equipment so that the issue can be resolved during the visit.
Avoiding the high cost of unnecessary call-outs is a key business priority.
Accurate call screening by agents is crucial to assessing the validity, severity, and priority of the inquiry. Gathering the information to make any follow up or visit effective is key to the end-to-end service costs.
Effective qualification and assessment at the first point of contact can lead to opportunities for revenue generation through sales of additional services.
Complex support processes need to be consistently followed and accurate records of customer contacts captured.
Customers expect to receive consistent levels of service whenever they make contact and whichever channel they use.