The secret behind high customer service satisfaction scores

As customers, we all want our product and service issues resolved quickly. But what happens when a field service technician can’t fix the problem? We get frustrated—and that never translates into a high customer service satisfaction (CSAT) score.

Technology can help turn that situation around. With the right real-time knowledge-sharing tools, techs can get the information and support they need to improve first-time fix rates and make customers happy.

Don’t let senior experience slip away

As I wrote about in my last blog, we’re in the middle of the Great Resignation. Employees of all ages are leaving their jobs. Meanwhile, experienced service technicians are retiring in droves, with a new generation of workers taking their place. Field service knowledge and collaboration can be your key to helping these new techs gain the skills and experience required to maintain the high level of service customers expect.

Start with knowledge sharing and collaboration

Knowledge is often shared by word of mouth, as colleagues work together. But there are also more scalable ways, including Al-assisted guidance via chatbots, Internet of Things (IoT) data, and internal knowledgebases packed with instructional articles, how-to videos, technical schematics, and other key resources.

Disseminating that information and connecting your staff and subcontractors with each other is the second step. Some popular collaboration tools include:
• Text chat (between individuals or groups)
• Video chat
• Internal messaging software
• Customer and employee self-service portals and workflows
• Community forums
• Augmented reality (AR) remote collaboration

Elevate your field service with the latest technologies

Once you have the basics down, explore new ways to help your team provide exceptional service that creates happy customers and high satisfaction scores.

• Digital unification: Invest in end-to-end solutions that bring together all data and processes on a common platform.
• IoT: Use data from smart/connected assets in the field to prevent equipment failure and identify issues more quickly.
• AI-guided repair: Tap into contextual clues from service requests, customer details, and more to create next-step recommendations for field service technicians.
• AR: Enable your service teams to use live video, digital twin simulators, and other tools to provide remote, contactless support to customers and technicians.
• Wearables: Provide smart glasses, head-mounted displays, and even smart watches to arm field service technicians with contextual information and allow dynamic collaboration with other field team members or back-office support.
• Drones: Use drones with live video feeds to broadcast footage and safely diagnose issues in hard-to-access or elevated areas (such as towers or building roofs).

Additional customer service resources

For more strategies to help you improve the experience for your customer service organization, read our guide, "Making Sense of Field Service Knowledge and Collaboration." You can also explore guides on field service management, proactive maintenance, and scheduling optimization.

Learn how Oracle Service can help you deliver an exceptional customer experience that sets your company apart. With our field service collaboration tools, you’ll be well-equipped to improve the performance of your workforce and create happier, more loyal customers.

Watch a quick product tour to see Oracle Field Service in action.