The Customer Experience: Home Services Worker
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
TakeawaysÂ
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.
