Customer experience is one of the most important aspects of any business. If you don't provide good customer service, you will lose customers in no time. In this blog post, we will discuss ways that you can improve the customer experience on your website and during the job. Keep reading to learn more!
1. Make Sure Your Website is Mobile-Friendly
More and more people are using their mobile devices to access the internet, so it's important that your website is mobile-friendly. If your website isn't responsive or doesn't look good on smaller screens, customers will be turned off and may never return.
2. Offer a Live Chat Feature on Your Website
One of the best ways to improve customer service is by offering a live chat feature on your website. Customers hate having to wait for responses to their questions, so a live chat feature will help to answer these quickly and efficiently.
3. Offer Support via Email or Social Media
Another way to improve customer service is by offering support via email or social media. Customers can reach out using these methods if they don't want to wait on hold for an hour while waiting for someone to pick up the phone.
4. Offer a Reward Program for Loyal Customers
Another way to improve customer service is by offering a reward program for loyal customers. This will help to encourage repeat business and also provide incentive for people who are on the fence about purchasing from you again in future purchases.
These tips will help you improve the customer experience on your website, but there are also important parts of the customer experience once you have a job booked.
Before the Job
Make sure to respond to inbound requests in a timely and polite manner. You should be communicating all scheduling expectations and sending notifications. Always notify customer when the technician is on the way to the customer.
During the Job
Always use proper health and sanitary equipment. The technician should always professionally communicate expectations, options, and timeframes. Offer some kind of preventative maintenance agreement or loyalty program at the end of the visit.
After the Job
Allow for flexible payment methods, such as the easy pay feature with HVAC Pack. Make sure to present all payment options - cash, check, debit or credit. Payment financing should be made available. Encourage your customers to leave reviews of your company. Remember that reading reviews is a major part of the customer journey before they even think to schedule with you.
These small things can be easily overlooked, but they make a big impact on keeping your customers happy and your business streamlined.
Now that you know the basics about the customer experience, it’s important to keep up with your business’s organization, payroll, scheduling, technicians, and work order history. That’s where HVAC Pack by Fireline Systems comes in. HVACPack by Fireline Systems wants to offer your HVAC or plumbing business a seamless and easy solution. See how easy it is to streamline your office and field operations with a free online demonstration. Visit our website at www.hvacpack.com
