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Why virtual work is the key to holistic customer experiences

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Kristen Gray

Field work businesses are becoming more complex, meaning partners, vendors, and suppliers increasingly play important roles in delivering a great customer experience.

With that in mind, field work companies need to take a holistic view of how they deliver services to customers -  often called the “enterprise experience”. Here’s what that enterprise experience looks like and how it makes life a lot better for customers and employees alike.

Customers don’t see departments, they see brands

As organizations become more complex, they begin to partner with third parties for things like outsourcing customer support, truck rolls, or using a third party technology platform to power customer communications. This process can be great for cost savings, but causes two key problems: friction and customer viewpoint issues. 

When you have multiple third parties trying to communicate and collaborate, things can get messy. And when things get messy, it impacts the customer experience. But more to the point is that customers don’t see departments, they see one holistic brand. When customers reach out for assistance, they don’t care that your call center is outsourced or you use a third-party technology platform for support tickets. They only see one brand - your brand - and expect each department to deliver a consistent (high quality) experience. 

So field work businesses face a dual challenge: the business structure is becoming more fragmented just as customers expect businesses to act as one whole brand. The solution is to enable better communication and collaboration.

Video means cohesive experiences for employees and customers

With the rise of remote work making bad digital processes very apparent, companies have started implementing more purpose-built virtual work software. Video allows for more context and humanity, even when you aren’t in the same physical space, which creates better experiences for both customers and employees.

Better customer experience

When customers contact a call center, video enables a technician to respond quickly - and potentially even solve the problem on the spot. If a truck roll is necessary, a video call builds initial credibility and gives the technician the opportunity to collect any information they need. Further, using video offers a branded experience throughout, making it clear that the customer is dealing with your brand (even if support is provided by a third party). 

This kind of cohesion leads to faster resolutions, an increase in first time fix rate, and happier customers - all of which means you have the opportunity to find (and keep) better customers.

Better employee experience

From an employee perspective, using a virtual work platform means a more personal connection to each other and to customers. They can review video sessions and captured notes before going on site, gathering significantly more context than a phone call or scribbled notes could offer. Further, if an employee ever needs to stay home (or is working remotely), they can still join a session to support their colleagues and help the team pick up where they left off. 

There’s even an opportunity for shared notes or a company knowledge repository, making it easy to train new employees or give technicians self-service options for basic questions or concerns.  

Cohesiveness is king

Cohesiveness is necessary not just for employee engagement (and knowledge sharing), but also for customer experience, sales, and marketing. It sets a foundation that allows you to deliver fantastic experiences for customers that you can use to expand into whole new revenue and business lines - something that’s often incredibly difficult to do, but gets a lot easier when you have happy customers to start with.

Support your customers remotely at their time of need

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