Leveraging Remote and Self-Service Options to Enhance Customer Value and Profitability
Sisters are doing it for themselves. Or, rather, customers are doing it for themselves. The desire for self-service options has been steadily growing among the global population and it’s a trend which transcends industries.
Research from Harvard Business Review found that a staggering 81% of customers will attempt to sort out an issue themselves before contact a customer service representative, and over three quarters (77%) will have a more positive impression of a brand if it makes self-service options available to them.
The idea, according to HBR, is that if a customer needs to pick up the phone to get their issue resolved, your brand has already failed to deliver on their ideal experience. The field service business is not immune from this trend either and we are seeing an increasing number of providers in the space offering remote and self-service options to their clients.
Augmented Reality
The main reason the field service business has been somewhat late to the self-service party is due to the technical nature of the work involved. The entire raison d'être of field service is to service and repair assets which the client lacks the skills or manpower to do themselves.
However, thanks to the advances in augmented reality technology, this is no longer the case. With AR powered eyewear at their disposal, a remote technician can easily guide a layperson through carrying out simple repairs and maintenance themselves. Schematics can be superimposed over the physical asset to show the locations of key components and communications tech built into the headset can allow the client and the technician to speak with one another.
Augmented reality is not the only way field service providers can offer their customers an increased level of self-service. Online portals and platforms can allow customers to book appointments, settle invoices, check technician availability, and more, all without the need to pick up the phone or send off a written communication and wait for a response.
Benefits of Self-Service
The clearest benefit of offering increased self-service options is that it frees up time for your busy – and likely understaffed – workforce. With customers able to solve many queries for themselves, your admin and technical staff are kept free to handle those jobs which do need human attention.
Self-service also helps to make your organization more profitable through saving money. As HubSpot says, "Self-service interactions cost just pennies compared to live human customer support. But self-service does more than resolve tickets at a lower cost. By empowering your customers, self-service actually lightens the load for your customer service team by reducing overall support ticket volume. This allows you to scale your team in a more cost-efficient manner.”
Self-service also increases customer satisfaction. First of all, many self-service options are available 24/7 which means customers can get the response they need with little to no delay. 90% of customers want an immediate response when they have a problem, so having a way to meet that need which doesn’t clock off at 5pm or go on holiday is an elegant solution. According to research from Forrester, 73% of customers say a company valuing their time is one of the most important ways they can demonstrate their importance and plays a significant role in their decision to engage in repeat business with them.
The Human Factor
Whilst self-service and remote options are incredibly important to modern field service provision, this should not be taken to mean you can fail to invest in your human customer service teams.
The stats quoted above are compelling, but 30% of customers have also stated that not being able to get through to a human operator quickly and easily when the situation demands it is the most frustrating part of a bad customer service experience.
It is therefore advised that you remain committed to a human workforce and use self-service options as a method for increasing the availability of those employees, rather than as a replacement for them. As HubSpot concludes, "Self-service done right has the potential to be a big win-win situation for your customers and your support team. It can enhance the possibilities for human customer service by automating away the most mundane and repetitive inquiries.”
Field Service Connect
The benefits and hurdles of offering self-service and remote options to your clients are sure to be part of the conversation at Field Service Connect 2023, being held in November at the Hyatt Regency Denver Tech Center, CO.
Download the agenda today for more information and insights.