As field service organizations shift to offering remote field services, they face many challenges. Because customers are used to technicians visiting their site to troubleshoot and fix issues, getting them on board with remote solutions can be difficult. Customers are concerned about the security of their data when they opt for remote services. They also worry that remote solutions may cause tech glitches or need to be tech-savvy enough to leverage remote services.
However, there are solutions to these customer concerns. Remote service offers several benefits to customers, so it’s in their best interest to embrace it.
Here are some tips for overcoming customer barriers and helping customers see the value in remote solutions:
Communicate the Benefits of Remote Field Service
Clearly articulate how your organization’s remote offerings will help your customers. When you provide remote services, your technicians can complete the work more efficiently, allowing the customer to return to operations quickly.
Further, remote solutions give your customer almost instant access to a technician if a problem with a piece of equipment arises. The customer can virtually contact the technician, who can walk them through fixing the issue, eliminating the wait time for the technician to travel to the site.
The technology that supports remote services also gives customers real-time access to equipment and technician performance data and other information they need to make critical business decisions.
Use a High-Quality Field Service Platform to Support
Many field service platforms, including Gomocha, are designed to facilitate and streamline remote field services. With the right tools at your fingertips, you can provide seamless remote solutions to your customers, helping them see the value in the offering. Field service technology enables your organization to quickly communicate with customers, manage your team of technicians and their job schedule, monitor equipment, gather data, and much more.
Field service platforms also take vital cybersecurity and IT measures to keep your customers’ data safe and secure and minimize technology glitches, giving them peace of mind.
Ensure Little Effort Needed from the Customer
Your remote service offerings don’t need to be complex for the customer. Focus on creating a concise remote field service process that is easy for the customer to understand and follow. You can use a more sophisticated internal system that your field service team manages in the background to keep remote operations running smoothly for customers. When customers see how little effort is required of them when implementing your remote solutions, you will be much more likely to gain their buy-in.
Further, responsive, white-glove customer service goes a long way toward overcoming customer barriers to remote services. When customers see how quick and easy it is to get ahold of your company when they have any issues, they will be more inclined to embrace remote services.
Take the Time to Educate the Customer
Customers who understand your field service organization’s remote service processes will feel more informed, increasing their trust in your remote offerings. Provide them with educational resources like tutorials and user guides to explain your remote field service process’s effectiveness and user-friendly nature. Live demonstrations are also an excellent way to teach your customers about remote services.
Offering remote field services and overcoming customer barriers is necessary for any field service company that wants to stay competitive. When your organization takes the time to communicate the many benefits of remote service and uses high-quality field service technology, you are much more likely to gain customer buy-in. Moreover, requiring little effort from the customer and educating them on the remote service process will demonstrate the value of these offerings to them and their companies.