Businesses today are connected online in ways that were unheard of just a few years ago. Along with your online presence is the need to nurture your online brand reputation. Customer reviews are an integral part of online reputation management (ORM).
The mobile workforce management software that you choose can have a significant impact on your customer reviews and whether they will be positive or negative. Your mobile workforce software can also help to facilitate positive customer reviews.
The following are some quick tips on how best to leverage mobile workforce software to generate positive customer reviews:
Get the basics right
With the right mobile workforce software systems in place, basic processes should be consistent and efficient. Tasks such as updated customer records, schedule changes and confirmations should be easily handled with the right solutions. A simple process such as knowing the type of equipment and maintenance history at a customer’s location can mean a great deal and save a lot of time.
After the service call is completed there should be a follow up process in place to get feedback from the customer. The follow up could be in the form of an email, phone call, or a postage paid note card. Make the feedback process as easy as possible for the customer and keep the questions brief – it should take less than 5 minutes to complete the feedback.
Make it right
If there are any bad reviews, have a response in place that will address the issue as quickly as possible. Plan ahead by considering some possible problems that may occur based on your past experiences. For example, a repair part could be on backorder so the service call may take longer. Consider how you would respond to this issue in a professional manner. Another example is if the customer simply did not like the price that was paid for the service. While you may not always have the ability to meet every customer’s needs you can at least provide a professional response. Your mobile workforce software should also include the information in the customer profile.
Offer an incentive
To encourage reviews of any type, you can create a contest or drawing for discounts or promotional items. This will help you to get more participation in your feedback and review programs.
Advertise review opportunities
There are many social media websites where reviews or recommendations are welcomed including Yelp, Facebook, Foursquare and others. Put links on your website and include links in your mobile workforce software customer communications so that they can easily provide a review.
Managing your online reputation is now more important than ever. Make sure you have the right mobile workforce software in place that will track customer activities and help you to better manage your service performance.
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