Michael Blumberg, CEO of Blumberg Advisory Group, recently sat down with The Future of Field Service Podcast and offered his thoughts and guidance on the future of “touchless service” strategy and the products that are making it possible. Here are a few excerpts from the interview, and the link to the full episode and interview is available below!
Blumberg is clear about what he thinks the future of service looks like, and it’s touchless. He says, “I think for every service organization, they need to have a touchless service strategy. They can’t go about business and say, ‘I’m not going to deal with this. It’s not important.’ It is important. I think touchless service will become table stakes for all service organizations.”
We’ve also heard from many of our customers that they have found new use cases for Help Lightning once they implemented the tool into their service processes. Now, past simple break-fix issues, it’s often used for audits, training, sales and marketing, and in preparation for site visits. Blumberg talks about how touchless service solutions are evolving within organizations by saying this:
“When these tools first came out, most people thought that they would be used in an emergency service environment, like a repair situation, but we’re seeing more and more companies are using them to support installations even in a B2C environment, not just in a B2B environment. We’re also seeing them for repairs, depot repairs, for site surveys, for application support.”
When asked about what benefits he sees in using touchless service, he shares his experiences in measuring reduced friction and a better customer experience — he says, “in my opinion, I think one of the biggest benefits is it eliminates friction, and friction is caused when there’s a lot of touches or a lot of steps or a lot of additional time involved in completing a task or process.” By eliminating this friction, “It dramatically improves customer experience, especially net promoter scores. We’re finding that the end customer likes this ability to get touchless service, to get service fast, to have somebody walk them through the solution. . . . You’re doing the troubleshooting remotely and you get a better chance of knowing exactly what’s going on. Because you could see and observe it.”
Finally, Blumberg says, “companies need to consider it. It’s got to be part of their offering. It’s got to be part of their service delivery.”
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