In last week’s blog post we discussed the importance of optimising customer service to ensure a positive delivery experience and reduce the risk of negative publicity on social media. In addition to ensuring all of your customers get great service at direct touchpoints, we also think it is worth considering how you can also use real-time data to prevent customer dissatisfaction.
Ensuring that you have a real-time data feed from your mobile workforce allows your office-based teams to proactively monitor any exceptions that arise throughout your delivery day. Having early access to this information means that exceptions are resolved or dealt with in a timely manner, often without impacting the customer.
Below are just a few examples of delivery exceptions that could impact your customer service:
Receiving immediate notification of all of these exceptions presents your office-based teams with the opportunity to resolve the issue before failing to meet any customer expectations. Being able to reliably provide the delivery experience promised to your customer increases customer satisfaction, brand confidence and helps to avoid negative reviews on social media.
While it is hugely important that you take advantage of real-time data from the field to mitigate delivery issues before they affect your customer, there will be times when a problem just cannot be rectified in time. In these cases, early, proactive notification of an issue is more welcome than a last minute notification.
For information on how the fleXipod central management console can provide your office-based teams with real-time data feeds contact one of our experienced team today.
