Modernizing Trades CX

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Summary

Modernizing customer experience in the trades is necessary for advancement.
  • - It is observed that the trades industry lags behind in adopting modern technology, with only a few individuals within companies utilizing the latest tech.
  • - Differences in tech adoption within the trades industry range from heavy paper usage to completely digital operations.
Customers today demand convenience and personalization in their service interactions.
  • - Businesses need to elevate the customer experience to meet rising customer expectations.
  • - Technological advancements have shifted customer behaviors towards wanting easier access and real-time updates.
Providing multiple customer interaction options is crucial for modernizing trades.
  • - Offer at least three ways for customers to engage, such as live chat, SMS, and self-service booking.
  • - Investing in an app with features like online scheduling, bill pay, and technician tracking can enhance customer experience.
Offer multiple appointment booking options with AI voice bot as a fallback
  • - Provide appointment booking options like voice chat, SMS, and self-serve scheduling
  • - Integrate AI voice bot with CRM to avoid connecting to unreliable answering services
Personalization is key for modernizing trades.
  • - Use data to understand and anticipate customer needs.
  • - Train staff to recognize and respond to individual customer needs.
Technicians' professionalism, expertise, and continuous training are essential.
  • - Customers expect skilled, knowledgeable professionals who are up-to-date with industry best practices.
  • - Continuous training and education should be prioritized, even if done monthly or quarterly.
Embrace change, invest in technology, and adopt a customer-centric approach.
  • - Adopt eco-friendly practices such as recycling and using sustainable materials. Offer green solutions like energy-efficient HVAC systems and water-saving plumbing fixtures.
  • - Gather and analyze customer feedback relentlessly. Use it to refine processes, improve services, and show customers that their voices are heard.
Trades industry needs to adapt to technology for future success.
  • - Embracing technology and prioritizing customer experience will lead to thriving.
  • - Innovation and staying ahead in the industry is crucial for success.


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