In industries such as telecommunications, maintenance, elevators and logistics, operational efficiency and customer satisfaction are key to staying competitive. Digital transformation is redefining the way companies manage their field staff, enabling them to optimize processes and improve the customer experience. One of the most recent innovations in the field workforce management arena is the ability to send ETA (Estimated Time of Arrival) notifications and satisfaction surveys via WhatsApp.
What are ETA notifications and how do they benefit your company?
ETA notifications are a key tool in workforce management (WFM), allowing companies to inform their customers of the estimated time of arrival of a technician or delivery. This functionality is especially valuable for industries such as telecommunications, maintenance, services, and logistics, where it is essential to optimize the time of technicians and field personnel
Key benefits of ETA notifications:
Improve customer experience: Keeping customers informed in real time reduces uncertainty and improves their perception of service.
Increased productivity: With accurate arrival time information, you can assign more tasks without compromising service quality, thus optimizing your Field Service Management (FSM).
Reduced cancellations: Informed customers are less likely to cancel or reschedule appointments, improving the efficiency of your operation.
Satisfaction surveys: Real-time feedback to improve your service.
Satisfaction surveys are a fundamental tool for any field staff management strategy. After each visit or delivery, the survey is automatically sent via WhatsApp, allowing your customers to evaluate the service immediately. Getting this feedback instantly allows you to make continuous improvements and ensure a high level of satisfaction.
Advantages of implementing satisfaction surveys:
Continuous improvement: By receiving direct feedback after service, you can act quickly and improve the operation in real time.
Customer retention: Customer satisfaction is key to customer loyalty. A satisfied customer comes back and recommends your services.
Actionable data: Surveys provide valuable information to identify patterns and adjust WFM and FSM strategy according to customer needs.
