How Mobile Devices Could Improve Customer Satisfaction


Share on LinkedIn

Firms all over the country and in all industries and sectors of the economy are looking for ways through which they can make better use if the mobile devices available to them. Retail stores and restaurants have found better ways to use them in place of cash registers, they are used by doctors and medical practitioners to take care of checking patientsin and out and transport and delivery services havebegun using them in place of GPS devices. Mobile devices improve the ease of communication efficiency and reduce bulky and unproductive company processes, thereby greatly putting a pin on unnecessary operational and administrative costs. However, the usefulness of mobile devices goes beyond just helping companies with saving a little cash. They can actually be used to significantly improve customer experiences. Very briefly, we’ll be looking at just how mobile devices are able to achieve this

Better Communication and GPS

There is a general hatred that customers have when they are being given an estimate at the time which their field service representatives will arrive. They usually hate the whole “Your service repo will be arriving between two and four” or “You’ll be hearing from your service rep anytime soon” gist. They all have better things to do with their time other than waiting all day for their field service reps to eventually show up. Now, with the advent of mobile devices, your sales reps will be equipped with the best in tracking and GPS technology. This means that their locations will be verifiable and they’ll be radio bound for the entirety of their trip, meaning that they’ll be able to give your customers their accurate locations as well as departure and arrival times. Also, access to real time communication services will enable you to assign work orders to different reps based on how geographically close they are to the customer. The fact that they won’t have to wait around all day will more than appeal to your clientele and they’ll be more than impressed with the speed with which your reps will respond.

Faster Service Delivery

Mobile devices provide a significant improvement to on-field communication and information dissemination. If you’ve just received a new work order, there’s absolutely no need to wait for the arrival of your service reps from the field. You can easily communicate to them to implement the content of these orders and as such, your customers won’t have to wait that long to have their services delivered to them.

Access to Real Time Information

Whenever a customer asks a question and your service rep is unable to provide an adequate and satisfactory answer, it looks bad for both your rep and your business in general. It becomes even more frustrating for you and your customer when your rep has to take an abrupt leave in order to obtain some necessary information for the customer. By providing your repos with tablets and mobile phones, they’ll be privy to a plethora of important information right at their doorstep. With mobile devices, your reps will have unlimited and uncensored access to information about parts inventory, warranty initialization, terms and expiration, technical assistance, etc. that will enable them to solve any issue that they encounter on the site or on the field. Also, with online information sites like the Android Portal, your reps will be regularly updates on new and innovative ways to solve certain issues. They’ll be more relevant with up-to-date information and their days of redundancy will finally be behind them. This greatly leads to an increase in the satisfaction rates of your customers.

Improved On-Site Service

Customers frequently call to cancel or make some amendments to their work orders. When they do this, the usual and archaic traditional field service techniques won’t make allowances for the information to reach them on time for them to make the necessary changes or cancellations. This results in your repos getting to your customers without having knowledge of what has transpired and the changes that have been made to what the customer wants. However, with mobile devices in their employ, your reps will be duly and promptly notified whenever a change has occurred to a work order or if a work order has been cancelled completely. That way, your customers and your reps will be speaking the same language. Also, your reps will be able to provide your reps with immediate invoices for deliveries and they’ll be able to capture their signatures and any other relevant information digitally (ergo, faster). In a nutshell, your customer service and operational framework will be bespoke, seamless and more rewarding- both for your service reps and they customers themselves.

Tanvir Zafar
I have 9 years experience of being an entrepreneur and marketing has been my passion and it's how I monetize my ideas. Meet Tanvir Zafar CEO of Howpk


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here