A recent Radialarticle notes, in the age of Amazon, consumers have sky-high expectations. And that’s regardless of industry — customer service is a key differentiator at time of purchase as well as after-sale referrals.
|Enhance Your Customer Service Ops with Self-Service!
Home Buyers Look for Personalized Customer Service
Homebuyers aren’t any different than other consumers when thinking about their post-closing warranty service.
Consumers want convenience and quick issue resolution — in addition to an environment that is proactive with personalized service.
Self-Service Functionality is Hot!
Self-service is reported as one of the hottest trends in customer care. Consumers love the idea of being able to quickly and easily meet their objectives from submitting a warranty request to checking status to being able to review their warranty history.
Technology Helps Builders Meet Buyer Expectations
Innovations and advancements in technology enable builders to meet these expectations. Take a look at CPS’ WarrantyWatcher software — particularly the Portal — as an example. Homeowners are able to log-in, 24/7, to submit requests. No more waiting until Monday morning! And, they’re able to check status at any time – no more calling, voicemail or missed calls.
The same Portal self-service is available for subcontractors. Although formal work orders are sent via email, it’s always possible to log-in to the Portal, pick-up work orders, review associated drawings and photos and confirm availability.
Self-service channels consistently outperform other channels in terms of consumer satisfaction. Consider this, for a minute: does anyone snail mail or fax over anything, anywhere any longer? How about calling? Consumers love self-service because it reduces friction and provides answers immediately and consistently.
And, the Portal provides for a personalized, omnichannel experience, as well. In other words, the Portal can fit into your business operations, seamlessly. Make it available from your website, skin it with your logo and colors, include photos of your team members. It’s all about winning and sustaining loyalty.
Referrals Are Yours When Service Exceeds Expectations!
Remember: the #1 referral reason for homeowner referrals is keeping buyers informed during construction and post-closing.