The Customer Experience: Home Services Worker

Identify customer touchpoints and see how a virtual receptionist can improve their experience.

The Customer Experience: Understanding The Home Services Customer Journey

Learn more about the journey of a home services customer and how Nexa Receptionists can play a vital role.

Get a better understanding of your customers' motivations and explore how you can improve on existing processes.

Exploration

Action: Joe searches for nearby HVAC providers

Feelings: He feels overwhelmed and anxious. He is trying to hire someone immediately. He needs a simple booking process

Touchpoint: He views multiple websites during his search, including yours

Consideration

Actions: Joe evaluates the options and compares services. He looks at reviews, testimonials and social pages. He sees a live chat feature on numerous sites, including yours

Feelings: He is eager to book an appointment as soon as possible

Touchpoint: He contacts both companies over live chat that night

Decision

Touchpoints: Joe chats with a live agent on your site within minutes. Joe books an appointment over live chat within minutes.

Feelings: He feels heard and reassured after receiving prompt assistance

Appointment Confirmation

Touchpoint: Nexa Receptionists confirms Joe’s appointment

Feelings: He feels reassured and confident in the service

Receives Service

Touchpoint: The HVAC technician arrives and performs a timely service

Feelings: Joe is satisfied

Action: Joe receives the service requested

Takeaways 

When you identify customer touchpoints, you can highlight gaps, inspire marketing ideas, and eliminate efficiencies. Establishing an awareness surrounding your customer's journey ensures you are providing the best service possible and meeting their needs.

Nexa Receptionists offer 24/7 live booking over the phone, text and chat. Make the change to flexible booking and connect with customers like Joe in your area. Contact us today.

References:

https://sproutsocial.com/insights/customer-experience-journey-mapping/

https://www.dialpad.com/blog/omnichannel-customer-journey/

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