Boost Your On-Field Service Teams' Productivity With An Effective CRM

 Tracking and boosting the company’s on-field service teams are very important and every organization wants to achieve it. But how do you do it? Customer service metrics is an important tool to estimate the productivity of the field service workforce. But how do you get the accurate metrics? How do you address the basic pain points in managing the field force? Well, these difficult tasks can be accomplished using an effective CRM or Mobile CRM. Let us dig deep into how to boost service team productivity and engagement using a Mobile CRM and the benefits of a Mobile CRM for Field Service.

Let’s First Find out What a CRM and Mobile CRM is.

CRM

• A CRM is a software application used by organizations to supervise and analyse their interactions with their customers. 

• It maintains customers' relationships and solves their queries using data analysis.

Mobile CRM

• A Mobile CRM is a software application readily available on your smartphones, works as seamless as the desktop version CRM with added features such as geo-tracking to track the real-time location of roaming-users.

• It has features like route planning and offline working capabilities to collect and analyse statistical data of customers online. 

• It allows the on-field support team to keep track of their tasks.

Do You Wish to Know Some Surprising Statistics of a Mobile CRM?

Well here are some of them:

• In terms of work performance, mobile CRM increases employees’ productivity by 15%. (Source)

• 50% of teams improved their productivity by using mobile CRM. (Source)

• The global mobile CRM market will grow 11% to $15 billion worldwide this year. (Source)

• 65% of sales reps using a mobile CRM achieved their sales targets. However, among those that had worked with traditional CRM programs, only 22% met their targets. (Source: Innoppl Technologies)

How Do You Boost your on-field service teams' productivity with an effective Mobile CRM?

1) Assign Work to the On-Field Support Agent

• Mobile CRM is used to assign service requests to your on-field support team whenever a ticket is raised by a customer.

The Mobile CRM consists of the following features

1. Allotted service tasks

2. Check-in to the service location

3. Resolve the issue

4. Update the status of the issue to be resolved

5. Enter issue details

6. Schedule additional meetings

2) Never Miss an Opportunity to Reach Out to Your Customer

• A Mobile CRM makes it effortless to develop a service plan for on-field support agents. It displays all the required details such as the request of the customer, customer’s particulars, location of the service asked by the customer and some additional details are available on the mobile interface.

• Mobile CRM gives you the real-time experiences of the issues raised and assigned to the agent.

3) To Supervise On-Field Support Agents

• The usual process of following up with the on-field support team going for resolving customer issues is the calls and the messages. But with Mobile CRM you will be able to track the status of the agent whether on location or not. 

Location mapping features are:

1. Geo-Tracking 

• This feature helps track the geographic position of the agent and is displayed to the managers who are tracking his route.

 

2. Route Planning

• It enables the agent to find out the distance between his workplace and the service location. This makes it easy for agents to reach customer’s shared locations in time.

4) Enhance Communication From the Work Field

• On-site agents can share images and notes related to the product that they deal with at the incident site via mobile CRM. 

• The Mobile CRM has the service report feature- that makes reports of the work done by the agent in resolving issues and can be sent to the manager.  

5) Understand Customer’s Issue Better 

• With Mobile CRM you can share customer product history, issues raised, past conversations and important notes with field service agents to help them better understand an issue. 

6) Work While Traveling

• Now your agents need not stick to the desktops while dealing with an issue.  Use Mobile CRM to boost field service productivity by working on-the-go as soon as they receive tickets or issues to be resolved. Agents can work even when they are not in the office.

7) Keep Yourself Updated with Agents’ Work 

• Mobile CRM provides agents’ daily service schedule and keeps track of the pending work. This way you will know which issue has to be resolved next.

8) Get Notified and Apprise Customers 

• Receive all the service related information in the Mobile CRM through SMS or emails in real-time. Once the issue is resolved the app automatically notifies it to the customers by sending email or SMS and collecting feedback for the services offered.

9) Increase Efficiency

• Increase productivity for your field service by using Mobile CRM to easily check-in and check-out at the customer’s location and update tickets by standing at one place. 

10) Product Catalogue

• With Mobile CRM your company and its services, features and description will be on your palm. This empowers your agents with marketing materials necessary to close more deals thus enables them to sell their products.

11) Keep Your Agent’s Sales Reports Updated

• Mobile CRM allows you to access daily reports of on-field agents once they check out of the customer’s location. This surely helps you to know their whole day's effort.

12) Gain New Leads

• Once agents are done with services they can look for nearby leads and contact them. This will add to his daily work and efficiency.

Closing Remarks

Well, if you are looking for stronger customer service, well-fortified synchronization with your on-field agents, enhanced productivity and better sales then the Kapture Mobile CRM is a must. The team becomes well connected and effective in its operations and gives better results. This in turn gets revenue to your firm. I would conclude by saying that Mobile CRM is under rapid evolution and going to grow even bigger in the future. So, go ahead, arrange one and enhance your business.

Use Cases Of Live Chat and Chatbot In The Airline Industry

With the growing competition, companies are focused on giving the best customer service without wasting customers’ precious time. One of the best methods for quick customer service in the airline industry is a chatbot. In the past few years, the popularity of chatbots has grown exponentially because companies have realized that messaging platforms are becoming the preferred and popular communication vehicle for travellers when it comes to reservations, customer service and travel planning. Through this post let us look through how chatbots are helping airlines streamline their customer-focused processes.

Did You Know?

• More than 67% of travel bookings happen on mobile. (Source: IBM)

• The cost reductions can reach up to 60% per call using chatbots for airlines. (Source: Mindsay)

• More customers prefer automated support options, like social media or other messaging platforms, over speaking with a human on the phone. (Source: Mindsay)

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The Gist Of How Helpful Live Chat For The Airline Industry Is?

Airlines can carry out end to end flight booking using an effective chatbot.

• Flight search

• Flight Booking

• Manage Booking (Flight Cancellation)

• Issuing refunds, credits etc.

• Flight Status

• Flight Check-In

What Functionalities Does A Chatbot Provide In The Airline Industry?

• A chatbot can effectively start conversing with customers and vice-versa.

• Suggestive and directive search options are provided by the chatbot.

• Personalized responses are given by chatbots as per search and booking history.

• Chatbots are intelligent enough to automatically pick up customers’ details from their profile.

• Chatbots can provide reminders for their flight's schedule and check-ins.

Airline Chatbots Use Cases And Benefits

1. To make reservations anytime from anywhere and everywhere

• A chatbot is a 24/7 customer service that allows the customer to make reservations possible anytime from anywhere and everywhere. 

• A customer need not wait in a physical queue or on the call that makes chatbot a convenient and hassle-free reservation tool. 

• A chatbot makes reservations easy for customers and reduces the possibility of a customer abandoning the ticket bookings.

2. Airlines use chatbots to automate customer service

• A chatbot allows the customer to automatically answer the questions related to their travel plans, the status of their flight points and other services.

• It further facilitates payments or refunds, sends notifications and provides detailed information on their itinerary.

3. Takes Charge of Management of the Booking Process

           A chatbot manages the booking process in the following way:

• Respond to a customer through messages, web, SMS or email.

• Update a customer on the status of their existing reservation.

• Make changes to the reservation.

• Complete payments.

• Alert a customer of a flight delay. 

• Re-book a trip.

• Send notifications and provide details of the travel plan.

4. Keeps a track on the luggage and claims

• It is mostly seen that there comes a point of confrontation between the passengers and the customer service executive about the location of the luggage and if the luggage is missing then passengers claim reimbursement that takes a whole lot of time and makes the customer reach the frustration point.

• But if you have a chatbot that can bring an update to the passenger about the time of arrival of their luggage at their desired location, and even process a claim for damaged or lost luggage then what is better than this? 

5. Employee-oriented Processes

• The Airline industry relies on staffing, shift management, and programming. It is very important to have the right staff, at the right time and in the right place and good staff service at a lower cost.

• A chatbot has come as a boon when it comes to managing the staff scheduling their duties, giving them itineraries to complete each of their tasks at the right time and giving them the right tools for performing their operations well.

6. User friendly and customized

• Kapture’s AI chatbot is exceptional and the right choice for airlines as it is user friendly and has customized front end design unlike other platforms where only templates have to be followed. 

Closing Remarks

Kapture's AI chatbot for airlines brings forth improved user experience and higher bookings at lower costs. It is equipped with a user-friendly and helps to access real-time data and customize offers to attract leads. On the whole, it is designed to enrich the customer’s experience by providing a range of helpful travel-related services. 

How To Increase The Quality Of Digital Customer Experience?

Digital customer experience broadly comprises the experience that customers gain by interacting online with your brand or organization. The overall experience consists of going through the company's website or mobile app, social media, customer feedback forms or any other digital medium. Digital customer experience can be overwhelming or unpleasant. It is completely on the brands what kind of experience they like to give to their customers. But which company would want to give unsatisfactory experience to its customers? The answer is “None”.

What Drives Companies Towards Digital Experience?

A study shows people are spending an insane amount of time online. Here are the statistics to analyze this fact.

• The number of Internet users, 4.57 billion, comprises about two-thirds of the global population (Mary Meeker)

• 28% of adults are online “almost constantly”, up 8 percentage points in the past 3 years (Mary Meeker)

• As of July 2020, adults spend 6.6 hours per day with digital media: 3.5 hours on mobile, 2.4 hours via desktop or laptop, 0.7 hours on other connected devices. (Mary Meeker)

• Daily time spent on mobile (209 minutes) surpassed TV (202 minutes) in 2020 (Hootsuite)

 

What Makes Companies Think Digital Experience As A Vital Component In Its Growth? 

• 86% of customers are willing to pay more for a better experience. (American Express)

• Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience, that's a 70% increase in revenue within 36 months! (Temkin Group)

Impact Of Bad Customer Experiences

• 1 in 3 consumers will walk away from a brand they love after just one bad experience.

• 54% of U.S. consumers say customer experience at most companies needs improvement.

• 65% of U.S. customers find a positive experience with a brand to be more influential than great advertising (Fullstory.com)

Significance Of Digital Experience With The Onset And Prevalence Of COVID-19

• 69% of digital experience professionals report that the digital customer experience has become more important to their customers because of COVID-19 (FullStory)

• 65% of digital experience professionals report that the digital customer experience has become more important to their organization because of COVID-19 (FullStory)

• 70% of people report spending more time with mobile decides due to COVID-19, while 47% of people report spending more time on a laptop (Hootsuite)

Ways To Improve The Effectiveness Of Your Digital Customer Experience

1. Adopt A CRM That Facilitates Seamless Digital Customer Experience

• A CRM system contains complete information about the customers and how they interact with your business.

• It enables customers to share their opinions and information about products through various communication channels, such as social media. 

• Kapture CRM is an example of an exemplary CRM platform for all your customer support needs that integrates your contact centre, service centre and field force on one comprehensive platform.

• Kapture CRM’s machine learning-enabled tools are designed to add intelligence to your customer support.

2. Make Use Of The Power Of Artificial Intelligence (AI)

• Artificial Intelligence has changed the way customer services are provided to the customers. 

• AI plays an important role in giving a smoother and automated experience to the customers. 

• Take chatbot as an example that allows customers to self-serve on different queries and provide a seamless experience to the customer. 

• AI Chatbot can be trained in different ways to understand the customer during a chat conversation or a phone call. 

• A chatbot can route the customer to an agent that can give more insights into what the customer is looking for. It is one of the ways to revamp your digital customer experience.

3. Gift Yourself An Omnichannel Platform For Better Digital Customer Experience

One of the ways to improve digital customer service is centralising all of the available digital channels into an omnichannel CRM platform. 

• When you are able to receive interactions of the customers from different channels then you are going to have a better understanding of the queries customers have. 

• It also ensures the fastest resolution possible to all the queries from different channels. It provides a better collection of data, smoother channel switching and better personalisation of contacts.

4. Provide 24/7 Digital Customer Experience Using Different Self-Service Options:

• Self-service options like chatbots and self-serve can be used to provide uninterrupted support to the customers even when your support team is busy or not available.

• Self-service can help businesses by speeding up response time and answering up to 80% FAQs. 

Did You Know?

• Businesses can reduce customer service costs by up to 30% by implementing conversational solutions like virtual agents and chatbots. (Chatbots Magazine)

• 67% of customers worldwide used a chatbot for customer service in the past year. (IBM)

5. Make The Best Possible Use Of Your Customer Journey

For enhancing customer experience, optimizing the customer experience is very important.

• McKinsey’s research suggests that customer journeys are significantly more strongly correlated with business outcomes than are touchpoints.

• Create personas and go through customer’s journey across different channels to exclude the negative touchpoints or pain points. Map the whole journey of the customer to clearly understand the end-to-end experiences with consumers. This will help identify the gaps or improvement areas.

6. Prioritize Customer’s Feedback To Enhance The Customer Experience

Build a successful digital customer service strategy by listening to all sources of feedback to prioritise opportunities that will have the highest impact on the customer experience. 

• Gather feedback of the customers using FAQs, customer feedback tools, customer research or self-serve etc.

Above were some of the tips to enhance the digital customer experience. As businesses are becoming more tech-savvy, so are their customers as well, therefore, it is very important to keep customer’s priorities in mind, understand their behaviour and personalize their experiences by providing ways such as omnichannel customer interactions and self-service to enlarge digital customer experience.