Summary
Direct customer interactions are the foundation of B2B success, especially those driven by field teams servicing a customer onsite. And when delivered with professionalism and attention to detail, customer satisfaction soars.
B2B Onsite Service enables companies to drive improvement and customer satisfaction by managing experiences associated with service engagements. Field teams are provided with feedback along the servicing journey allowing them to assess scheduling, overall performance, and perceived competency and professionalism of field representatives.
In situations where recognition or coaching are recommended, role-based dashboards and workflows provide managers with data and insights to take actions in real-time. Account managers and executives also benefit from B2B Onsite Service by having more holistic account satisfaction views.
What’s Included:
- Survey template including key appointment and technician satisfaction metrics based on the understanding of customer needs, the professionalism and knowledge of the technician and clear communications
- Triggering and sampling rules and customizable templates for multi-channel survey outreach
- Notifications to alert team members of detractors, promoters or low driver satisfaction ratings and corresponding follow up workflows
- Real-time web and mobile dashboards for COOs, regional operations leaders, operations managers, technicians, and admins
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