How contextual conversations are changing the way field service companies run customer support?

May 15, 2018
Loc8 Insights How contextual conversations are changing the way field service companies run customer support?

Nobody can deny the importance of good customer service in 2018. Going the extra mile to offer excellent customer service can pay dividends in the long run, through the effect of improved customer retention. And an organization can never have enough of happy customers! But great service today means always having an answer to your customer’s problem and being able to communicate this to them in an articulate manner no matter the time and place.

Fortunately, customer service has evolved a lot over the last decade. Today, customer service isn’t just about calling or writing an email: it needs to be about creating a meaningful connection with the customer, by eliminating unnecessary dialogue and zeroing in on what the problem is so that it can be solved in a timely manner. This is the problem contextual conversations have set out to fix.

What are Contextual Conversations?

Think of contextual conversations as the bridge between the structured information stored in a job management system and the dynamic communication between your field service teams and back-office operations, both of whom need to work in tandem to complete a given job. An effective contextual conversation tool allows employees to share information through an intuitive and secure platform while providing insights that can improve not only productivity but also overall performance. Such intelligent conversations can show more context of the work they are doing, making it easier to clear any discrepancies that might arise during communication. Contextual conversations are a revolutionary way in which technicians can get their jobs done while simultaneously staying connected with operations teams to offer customers the best service possible.

How the Landscape is Changing?

Contextual conversations are slowly becoming a part of our daily lives, with users preferring to talk to their devices instead of using conventional input methods. And as services like Amazon Alexa and Google Assistant become more popular and feature-rich, consumers are slowly getting acclimatised to interacting with AI technology. The insights and data gathered from using such services have helped companies devise models of contextual conversations so advanced, users will soon find it hard to decide whether they’re talking to a robot or an actual human. This technology has obvious advantages in a field service setting. For example, your customers can interact with a contextual conversation bot for getting basic queries resolved, and a technician need only intervene when the query is too advanced for the AI to understand.

Why Should You Join the Bandwagon?

It’s time to usher in the next wave of technical innovation in field service management. Using different modes of communication platforms, technicians can communicate better within the context of installed products, work orders, cases, accounts or contacts. This helps technicians to be more efficient and respond in a timely manner since they can easily converse with team members through real-time conversations. Ultimately, such approach can help boost your workforce’s productivity by improving the job completion rate as well as the first-time fix-rate, while at the same time, driving down operational costs.

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