What is the main reason that customers leave your battery repair service business and switch to your competitors? It is the quality of customer service and customer experiences.
What can differentiate your battery repair business from the competitors is the level of satisfaction you bring to customers. Customer satisfaction is a mighty magnet that attracts existing and new customers.
According to a survey conducted by Microsoft, 90% of customers identified customer service as a factor in deciding whether to do business with a company or not.
Customers have multiple options in the market to get their inverter batteries serviced. To make them stick to your inverter battery repair business, you ought to improve customer satisfaction by providing unmatched experiences.
Here is your mini guide on how to increase customer satisfaction for battery business.
What Is Customer Satisfaction?
Customer satisfaction is simply how happy your customers are with your service or how happy they feel when they interact with your business. It is a metric of how well customers’ experiences with your business match their expectations.
Why Is Customer Satisfaction Important For Your Battery Field Service Business?
Customer satisfaction is an important metric for a field service business as increased customer satisfaction drives increased customer retention, customer lifetime value and revenue. It reduces churn and boosts customer loyalty and advocacy.
You fail to provide a good experience and the customer will switch to your competitor’s battery repair business. For field service businesses, customer retention is the bare minimum for the business to sustain and generate steady revenue.
According to research conducted by Bain and Company, increasing customer retention rates by just 5% can increase profits by between 25% and 95%.
If you make existing customers happy with your service, they bring in new customers for your battery repair service business.
5 Tips To Increase Customer Satisfaction For Battery Business
1. Provide Quicker Response
Customers are always looking for faster solutions. One of the ways to do this is to use service automation when necessary. If there is any issue with their inverter battery, they expect to get it resolved quickly. Customer satisfaction highly depends on the responsiveness of your business when solving customer issues.
A Gartner study found that 73% of customers think valuing their time is the most important aspect of service.
Assume a customer raises a battery service request against the irregular noise with their inverter, causing trouble. In the absence of proper battery service scheduling software, you cannot immediately schedule a technician for the repair job. Instead, you call each battery service technician individually to see who is available to take the assignment.
All this consumes so much time, and you waste your customer’s time by not responding quickly enough. Do you think the customer will wait for an indefinite time?
No! They would switch to another company offering a similar service. So, you lose a customer to a competitor.
90% of customers rate an immediate response as a crucial metric when they have a customer service question.
GPS-based Field Service Scheduling Software for Small Business
If you use a GPS-enabled service scheduling mobile app, you can track each battery service technician’s live location on the service management app.
You get a clear idea of which technician is available to take up the service request and assign him the job. Once you assign a particular techinician, he gets notified on his service management mobile app about the new assignment along with full details of the customer.
He accepts the job, and the app shows him the shortest route to reach the customer’s location. Once he approves the task, the technician scheduling and dispatching software sends his contact info to the client via SMS & email.
With the GPS-based technician tracking app, the customer can track the technician’s arrival time at his/her location.
No time gets wasted in making multiple calls and taking updates from every technician. Also, there is no need to appoint a dedicated person to make calls, take updates from technicians and report to the in-office service personnel who allocates the job. Instead, every stakeholder can simultaneously view the job status, technician location and other details on the mobile app and take immediate action.
When you deliver a short turnaround time, you win customers’ confidence, as they get satisfied with your service. Clear communication and faster response provide a convenient customer experience and make them feel good about your service business.
Recurring business and customer loyalty survive on a solid foundation of customer satisfaction. Hence increase customer satisfaction for your battery repair business to get recurring business from your customers.
2. Send Timely Automated Service Reminders
Did you know it costs 5X as much to acquire a new customer as it does to retain existing ones?
For small businesses like inverter battery service with 3-5 technicians, customer retention and service renewals are the lifeblood of their business model.
To increase renewal rates, you must first understand why your customers are not renewing. Then, take relevant action to address those issues.
For example, you get a new client named Raj who wants his UPS battery serviced by your company. Your service tech fixes the battery and gets paid, completing the job.
Inverter batteries need servicing once every six months. Assume it has already been six months since you serviced Raj’s inverter battery and it’s time for a service follow-up. You don’t have any reminders set up to remind you to contact Raj for his regular inverter maintenance.
The customer also forgets about your company and switches to a new company in the market.
What just happened?
You lost a customer to a competitor because of no service reminders.
What can be the solution?
Service Job Reminder App
An ideal way to stay on top of your customer’s minds is by using a CRM-enabled service reminder app that keeps track of their contact info and sends them automatic reminders when their battery maintenance service is due. When they respond to these reminders, the app automatically reschedules a job for them.
This kind of marketing strategy allows you to retain customers and get consistent business without having to spend too much time or money.
Such automation escalates customer satisfaction levels as customers realize how valuable they are to your business.
3. Keep the Customers Informed
Assume a customer wants to repair their house inverter battery, and they raise a request with your company. Modern-day customers want to know who will arrive at their door and when.
The residents might not be so comfortable with letting strangers in without any proof. Second, when customers call for help they may frustrate by waiting too long for an answer.
It is never a pleasant experience to have customers constantly calling the back office, asking for updates about their service requests. This process is not only time-consuming, but it can be an important source of frustration for your staff as well as your customers.
Use a Battery Repair Field Service Management Software
To provide a secure and convenient customer experience, use battery service management software. It automatically shares the assigned technician’s details along with his picture and GPS-enabled live location to the customer/ The residents feel assured of the person’s identity and track his arrival.
This provides unmatched satisfaction to the customer and builds trust in your company. Without customers calling in, technicians and other staff members can spend more time working on key projects.
4. Provide a Seamless Payment Process
Customers often assume getting charged too much by technicians who may have overcharged them.
When the technicians update the completion of a job along with the details of the services provided and the spare parts used, the service management system automatically generates an electronic invoice and sends it to the customer’s email address.
The customer gets the satisfaction of not getting tricked into paying too much for something they don’t want or need.
It also helps prevent technicians from having to travel back and forth between the client’s location and their offices to provide invoices. It saves them both precious hours and fuel.
5. Keep a channel of communication open
In the wake of customer-centric culture, it is vital to take every action in favour of customers. For this, you must empathize with your target audience and understand their needs.
“Communication is the key to understanding problems and finding solutions, and most of the time customers want to be heard”.
You need to make sure that your business is easy to reach by your customers. The easier to get in touch with you, the higher your customer satisfaction levels will be.
Always keep a channel of communication open for customers to ask their queries, raise complaints or provide feedback. Make a note of every customer conversation that can give great insights to the sales reps.
Conclusion
Good customer experience not only satisfies existing customers but serves as word-of-mouth marketing that drives new customers. At the onset of the pandemic, companies with the most satisfied customers were also 3.3x more likely to have grown their customer bases. Customer satisfaction is synonymous with business growth, hence before expanding your business, try to increase the customer satisfaction level of the existing customer base.
To simplify and streamline your inverter battery service business workflow, try Unoservice mobile app for free. It is an integrated software solution that solves the challenges of a service business and improves customer satisfaction.
FAQs on Tips to Increase Customer Satisfaction for Battery Business
How will improving customer satisfaction help my field service business?
Customer satisfaction is the level of contentment your customers get from your service. If your customers are happy, they will return to you. Customer retention is more profitable than acquiring a new customer. Improving customer satisfaction will increase your customer lifetime value, reduce the number of customers leaving you and also bring in new customers via word of mouth.
Should I invest in technology to increase customer satisfaction for battery business?
Using the latest technology like field service management software improves your service response time, reduces delays caused by miscommunication and renders easy access to customer information. Tools like GPS- based tracking software, service job reminder app and technician scheduling software help you deliver better and faster customer service.
How can I reduce service delays in my inverter battery repair business?
Delays occur due to communication delays or miscommunication. Use battery service management software for your inverter battery repair business that instantly notifies the technician about job assignments. He can accept or decline a job within a click. Further, the software gives your service technicians access to customer information, work orders and route directions that help them complete the jobs quickly and with more operational efficiency.
How do I beat the competition in my battery service business?
A business can differentiate itself from competitors by offering superior customer experiences. Use a field service management mobile app that helps you provide prompt and hassle-free service to customers. The integration of GPS-based technician tracking software helps customers track the technician’s arrival. The service reminder feature keeps you ahead of service follow-ups and does not let you miss service deadlines.
Should I use GPS-based tracking software or a field service management tool?
Integration of a GPS tracking system to mobile field service software provides better output. Try Unoservice, the best field service management solution that has GPS tracking and twenty other features like service reminders, service follow-up, technician scheduling, etc.