How ServiceMinder Enhances The Client Experience
We all know convenience is key to optimal customer service and experience. Consumers have become accustomed to instant engagement and satisfaction, whether it’s 24/7 answer services, instant web messaging, or texting. We love to brag about being an “all-in-one” franchise operating system. While most often we think about the internal perks of our system, a truly great operating system should also enhance the client experience. As the platform for operating and managing service brands, we aim to create a seamless workflow while enhancing the customer experience. You might be wondering how we achieve this. Don’t worry, we know it sounds too good to be true! Here’s how ServiceMinder’s features enhance the client experience and boost retention and referrals.
Communication
The bragging continues – our award-winning solution provides several different capabilities to improve communication between the client, the office, and the field team members.
The most-used form of communication for service-based franchises is text communications. There are two different forms of texting within ServiceMinder; en-route messaging and full two-way texting.
En-route messaging is a handy dandy feature included in all ServiceMinder packages. This feature lets you notify a client when a service provider is coming via phone call, text, and email. This enhances the client experience, but without two-way texting, the service agent/technician can’t receive any replies from the client.
Two-way texting has become crucial for service-based franchises due to their nomadic and “on-the-go” workflow.
People want answers and they want answers quickly, communicating in real-time is almost expected. To save time during the appointment, you can send and receive pictures from clients with two-way texting. This allows agents to prepare and align with the client’s vision or problem.
Of course, the right communication tool depends on your workflow, but we always recommend offering an easy way for clients to get a hold of your agents.
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