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Evaluation of the Top 5 Customer Self-Service Technologies for Field Service

Self-Service Solutions for Field Service

The mobile phone is transforming how customers expect to interact with service organisations. Consumers now expect their enquiries to be answered and problems solved without having to wait in a call centre queue. With the growing dominance of tech savvy generation Y, answering an email within the 24-hour window is now considered as bad customer service; in fact, at least 39% of modern customers now expect a reply within just 4 hours.

This white paper will explore the transitioning role of the customer in field service and how the proliferation of smartphone devices has created a demand for self-service solutions in both B2B and B2C markets. It will discuss the different self-service technologies available and suggest how best to implement these solutions to ensure businesses are achieving a true end-to-end field service management solution.

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