Efficient, personalized customer service is more important than ever \u2014 especially when it\u2019s in someone\u2019s home or business.\u00a0<\/p>\n\n\n\n
Today,\u00a088% of customers\u00a0say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. As mobile representatives serving on a company\u2019s front lines, field service teams have a unique opportunity to manage these expectations and grow customer relationships through interactions that drive repeat revenue. Amid economic uncertainty, these efforts can unlock field service\u2019s potential as a key revenue driver.\u00a0<\/p>\n\n\n\n
To understand what organizations need to succeed in these efforts, Salesforce shared\u00a0a deep-dive look at field service\u00a0from its recent\u00a0State of Service survey data\u00a0with global* insights from 1,792 field-based mobile workers and 3,393 decision makers at organizations with field service operations.<\/p>\n\n\n\n
Decision makers view field service as an emerging revenue driver\u00a0<\/strong><\/p>\n\n\n\n Field service teams are often a company\u2019s first physical contact for customers \u2014 a vital role that, if done well, can lead to loyal customers. In fact, 86% of decision makers at companies with field service teams believe these teams are critical to growing the business. This favorable view extends to workers themselves, with 52% of high-performing field service workers \u2014 those with self-reported excellent customer satisfaction rates \u2014 saying their company\u2019s management views customer service as a revenue generator.<\/p>\n\n\n\n With product expertise and knowledge of customer purchases, service history, and usage data in hand, field service teams can tailor recommendations to every customers\u2019 unique needs. That\u2019s why 82% of organizations with field service depend on their mobile workers to upsell products and services.<\/p>\n\n\n\n Field service drives productivity, cost savings, and better employee experience<\/p>\n\n\n\n Technologies used by field service organizations that leverage automation and AI help reduce response times and increase first time fix rates, enabling mobile workers to serve more customers faster and boost customer satisfaction.<\/p>\n\n\n\n These technologies also drive cost savings. An overwhelming majority (94%) of service professionals in high-performing organizations cite productivity as a major or moderate benefit of field service management \u2014 an important consideration as organizations look for ways to cut operational costs without compromising customer satisfaction.<\/p>\n\n\n\n For example,\u00a0remote field service technologies\u00a0like video support and self-service pages reduce truck rolls, saving organizations time and money while resolving customer issues faster.<\/p>\n\n\n\n Eighty-four percent of service decision makers say they see major returns from their field service investments. High-performing field service management users cite increased agility (90%), higher productivity (55%), and improved job satisfaction (53%) using field service management tools. Field service agents also note the advantages, with 93% of mobile workers in high-performing organizations saying job satisfaction is a major benefit.\u00a0<\/p>\n\n\n\n AI and automation power better customer service in support of overloaded mobile workforces<\/strong><\/p>\n\n\n\n According to Salesforce\u2019s latest State of Service report, case volumes for most service teams (54%) rose between 2021 and 2022. In response, many organizations have bolstered mobile workforces by increasing budgets (62%) and headcount (61%) over the past year.\u00a0<\/p>\n\n\n\n Most mobile workers (66%) feel empowered by management to treat customers with empathy, but 82% struggle to balance speed and quality when providing service and support. This is where AI and automation have an essential role in delivering exceptional customer experiences at scale.\u00a0<\/p>\n\n\n\n With AI-powered tools like chatbots, mobile workers can\u00a0efficiently schedule appointments, get real-time updates, and find answers to questions quickly. Using\u00a0conversational AI, service agents can instantly transcribe conversations, saving time and eliminating the need for customers to repeat themselves.\u00a0Automation-enabled workflows\u00a0make it easy to create new accounts, place equipment orders, schedule appointments, and automate away time-consuming, mundane tasks. This provides more time for agents to establish long-lasting customer relationships.\u00a0<\/p>\n\n\n\n Field service technology helps companies deliver success now<\/strong><\/p>\n\n\n\n The field service management market is expected to grow to an\u00a0estimated $8.06 billion by 2028\u00a0as companies work to meet increasing customer demand while keeping costs under control.\u00a0<\/p>\n\n\n\n The companies that use field service technologies that leverage AI and automation are setting themselves up for success: Boosting employee productivity, increasing customer satisfaction, reducing costs, and building brand loyalty.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":" Efficient, personalized customer service is more important than ever \u2014 especially when it\u2019s in someone\u2019s home or business.\u00a0 Today,\u00a088% of customers\u00a0say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. As mobile representatives serving on a company\u2019s front lines, field service teams have […]<\/p>\n","protected":false},"author":1,"featured_media":19330,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"categories":[2],"tags":[],"class_list":["post-19328","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"rttpg_featured_image_url":{"full":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561.jpg",2250,1500,false],"landscape":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561.jpg",2250,1500,false],"portraits":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561.jpg",2250,1500,false],"thumbnail":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561-150x150.jpg",150,150,true],"medium":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561-300x200.jpg",300,200,true],"large":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561-1024x683.jpg",1024,683,true],"1536x1536":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561-1536x1024.jpg",1536,1024,true],"2048x2048":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561-2048x1365.jpg",2048,1365,true],"post-thumbnail":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561.jpg",630,420,false],"graptor-sq-xs":["https:\/\/web3unplugged.io\/blog\/wp-content\/uploads\/2023\/02\/b929a51f-5874-4cf1-abce-7d6c467d6561.jpg",100,67,false]},"rttpg_author":{"display_name":"admin","author_link":"https:\/\/web3unplugged.io\/blog\/author\/admin\/"},"rttpg_comment":0,"rttpg_category":"news<\/a>","rttpg_excerpt":"Efficient, personalized customer service is more important than ever \u2014 especially when it\u2019s in someone\u2019s home or business.\u00a0 Today,\u00a088% of customers\u00a0say the experience a company provides is as important as its products or services, and 94% say service influences repeat buying decisions. As mobile representatives serving on a company\u2019s front lines, field service teams have…","_links":{"self":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts\/19328","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/comments?post=19328"}],"version-history":[{"count":1,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts\/19328\/revisions"}],"predecessor-version":[{"id":19331,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/posts\/19328\/revisions\/19331"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/media\/19330"}],"wp:attachment":[{"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/media?parent=19328"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/categories?post=19328"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/web3unplugged.io\/blog\/wp-json\/wp\/v2\/tags?post=19328"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}