Advances in technology have changed the way we communicate with customers. Today, there’s no need to manually spend time sending payment and appointment reminders when you can automate those processes and still deliver a stellar customer experience. It’s all about sending the right message, to the right person, at the right time, and in the format they prefer. Keep these three keys in mind when using automated communications and make sure your field service software supports these essential features.
Automated communications can be customized for when messages will send, how often, and through which communication channel (email, SMS text, voice messaging, and USPS first class mail). Your field service software should allow you to configure the messages to your preference or your customers’ preferences. Need something sent 30 days before a renewal? Done. Need to send a stronger message to a delinquent customer? Easy. Great software will allow you to set the timing, craft your own message, and include a personalized note specific to your customer, the service type, as well as the property.
Automated communications should account for placeholders that enable you to personalize the electronic delivery of valuable information to customers (i.e., thank you notes, referral requests, upsell specials, etc.). You will want the ability to use bulk email, SMS text, voice messaging, and USPS first class mail (when needed) to your advantage to prevent cancellations. Look for the ability to use filters so you can customize and personalize education and messaging by specific subscription types, appointment statuses, customer flags, and more.
These days, your customers are literally carrying a communications portal in their pocket so, make sure you keep in mind their preferred way to receive messages. You will find that most do not want to receive a paper invoice. You can avoid this problem by taking advantage of AutoPay. Better yet, look for field service software that includes a customer portal for your customers to sign up for AutoPay. Don’t forget personalization. The right software will personalize the invoice and link them back to the customer portal, creating a seamless and positive customer experience.
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