ClickSoftware: Customer Engagement

Increase Customer Lifetime Value and Improve Operational Efficiency

Introducing ClickSoftware Customer Engagement ClickSoftware Customer Engagement enhances the customer experience, offering customers multiple, modern channels to engage with their service provider. From the time the customer initiates a service request and throughout the service engagement, the customer feels in control of the service process. Calls to the call center are greatly reduced since activities that were once a heavy burden on the agents are automated, and messages are delivered to customers via their preferred communication channels - mobile and web. Service providers boost their reputations with multiple customized messages and branded communication with customers. Field service professionals increase job completion rates, armed with all the customer and job information they need ahead of time, further boosting customer satisfaction and loyalty.

Key CapabilitiesClickSoftware Customer Engagement improves the service experience for customers by providing visibility, control and bi-directional communication for increased customer satisfaction, retention and improved customer lifetime value.

Customers today measure their service experiences against all service providers they interact with irrespective of sector or business – so it’s imperative to stay ahead of the curve. Customers want to feel a sense of transparency and control over the service process, and they feel more at ease with service providers who send updates on the status of service, and who provide the ability to interact via the channel of their choosing. In addition to improving the customer experience, service providers are under pressure to increase the efficiency and effectiveness of field service professionals, so arming them with as much information as possible about job locations and potential challenges increases the probability that work will be completed on the first visit, in the time allotted.

• Appointment Booking - Customers book, reschedule and cancel service at their convenience via web or mobile interface

• Notifications/Verifications - Send appointment notifications to the customer and receive feedback from the customer through Email, SMS, and IVR.

• ServiceEnrichment- Customers provide any relevant details to the service provider such as exact location and photos of the problem/asset

• “Where’sMyTech?” - View details of the field service professional as well as their real-time location in relation to the customer’s home on a mobile friendly map. Customers can communicate via call or text with the field service professional directly from this screen.

• CustomerSurveys - As soon as the field service professional completes a job, a satisfaction survey is sent to the customer via their preferred communication channel

• WorkforceEngagementSurvey - Field service professionals receive mobile surveys at certain times to analyze employee satisfaction and engagement

• EngagementDashboard - Interface to view and analyze effectiveness of customer engagement messages and communication channels

ContactUs

NorthAmerica +1 (888) 438-3308, WesternEurope +44 (0) 1628 607000, CentralandEasternEurope +49 (0) 69 489813-0,AsiaPacific +972 3 765-9400(Israel), +61 0 3 9946-6400(Melbourne), +91 124-4947050 (Gurgaon), SouthAmerica +55 (11) 3900-1151(Brazil)

BenefitsCustomer Engagement empowers customers with the information, visibility and communication tools they need to control their service experience, enabling organic revenue growth by exceeding customer expectations, improving their experience and increasing upsell potential and customer lifetime value.

As an added benefit, surveys can be sent to employees to measure engagement and reduce churn.

ForCustomers:Givecontrolandvisibility

• Improve customer convenience with24-hour online appointment bookingcapabilities

• Shorten time spent waiting at homewith status updates and ETAs

• Increase customer safety by showingwhat the service professional lookslike ahead of arrival

• Reduce repeat visits by proactivelysharing details about the problem(e.g. photos, special instructions)

ForServiceProvidersReduceOperationalCosts

• Significantly decrease incoming callsto the call center inquiring, “Where’s my tech?”

• Reduce customer not at home rateswith timely appointment confirmation messages

• Maximize first time fix rates byensuring the service professional is prepared with specific job details upon arrival

• Improve NPS with timely customersurveys

• Increase employee satisfaction bysending contextual details about the customer in advance, and capturing workforce engagement levels post job-completion

Mobile appointment booking

Service enrichment

Real-time geolocation interface

Customer Success Metrics

10% 30% 50%

FIRST TIME FIX RATE

INCREASE DECREASE DECREASE

CUSTOMER NOT AT HOME

WHERE’S MY TECH?

With timely appointment confirmation messages

Decrease incoming calls to the call center

Professional is prepared with specific job details upon arrival

ACHIEVEDROIINLESSTHANONEMONTH

Customer survey