The Learning Spot
Articles, news, client stories, event recaps, and more. Check here to learn what's new and what's next in the home services industry.
March 3, 2021
Don’t forget to add quality assurance to your training regimen. Education does more to improve quality than anything else you could do. When your staff understands the “why” behind what they are expected to do, they can take more initiative and become a partner in growing your business.
February 5, 2021
Hiring staff to answer calls can be expensive. There's salary to consider, plus the additional expenses that come with having full-time employees like hiring and training. At your peak times, you may be understaffed, leading to long hold times. But preparing for quiet swings in call volumes without underutilizing staff is incredibly difficult too. This is not to mention vacation and holiday requests, illnesses, and other scheduling issues that will affect your workforce and bottom line.
January 4, 2021
Customers tend to develop a deeper sense of commitment when they know they can have even their non-urgent questions answered promptly. An HVAC answering service ensures that your business has the manpower to make sure your customers feel well taken care of — and keep coming back.
November 5, 2020
Customers who are happy with your services won’t always think to rate you on their own so don’t be shy about bringing it up. Add a review request on your customer receipts. Create a follow-up email that includes a link to a review page on your website.
November 1, 2020
Surprisingly, only 20% of unanswered calls result in voicemails. The rest become dead leads. People don’t want to leave a message and wait around to see if your business can help them or not. They want their problems solved right away. Instead of leaving a voicemail, most of today’s consumers will simply call the next service provider from an endless list of businesses.
October 23, 2020
To meet the needs of the on-demand economy and the growth of its digital channels, Slingshot has launched an IVR-to-text and chatbot service to automate and speed up consumer interactions like scheduling and rescheduling services, processing payments, or even creating quotes for new customers.
October 7, 2020
As someone who works in the pest control business, you know that positive customer interactions are crucial. In order to succeed and grow, pest control companies need to be available [...]
October 1, 2020
Make it clear that you trust your CSRs to use discretion when it comes to solving basic customer service issues. When you feel confident your CSRs are well-trained and dedicated to your goals, give them the tools they need to reach informed decisions on their own.
September 29, 2020
Did you know that more than half of consumers consider 24/7 communication a necessity for businesses and that consumer satisfaction with live customer service chat has been on the rise [...]
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