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Cloud-based software provides vital support to field service teams. In particular the software is capable of driving the customer service process as it places the information the mobile workforce needs in their hands during critical touch points with customers. Improving Customer Service Because cloud-based software can be easily accessed via a mobile device using a mobile app, the mobile workforce will be equipped to deal with customers with more care, knowledge and information at hand. Mobile devices can relay customer profiles and information about particular jobs, so a business's people are able to refer to their mobile device when required. This might be to check customer considerations and information they will need to carry out their job properly, such as health and safety information or notes about customer disabilities they need to be aware of. This level of knowledge ensures an unrivalled level of service of customer can be provided there and then, without the need for third-party consultation or to check back with a service of customer team at the office. Cloud-based software will therefore ensure your mobile workforce can provide better service there and then, particularly as information can be relayed to and from a central system and a mobile device in real time, so ensuring the service provided is based on the latest and best of information. Supporting Customer Call Centres, Too Cloud software will also support customer service centre teams in a number of crucial ways as well. These can include supporting call centres during the first contact with customers and when diagnosing customer repair requests, for example. Software has been developed to really benefit and improve service and also aims to boost customer satisfaction levels. For example, it will enhance the lines of communication between a call centre, mobile workforce and customers to ensure that the most up to date information is shared amongst all stakeholders to enable excellent service to take place. Another example is that software will ensure a business remains responsive to customer needs by ensuring specific notes are made available on the system and via mobile devices, such as ethnicity, disability and previous contact history. Mobile workers are able to refer to their mobile device to access such information, prior to meeting a customer so they are fully informed about everything they will need to know. When cloud systems are combined with mobile capabilities the results can be really beneficial for businesses, simply because you can be confident that your people have immediate access to the most up-to-the-minute information they require.
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