Waiting for Repairman Tops List of Consumer Concerns
from TeleNav Press ReleasesSunnyvale, Calif. – February 13, 2008 –A recent survey commissioned by TeleNav found that waiting time for a service representative to arrive on site is the number one complaint consumers have when it comes to customer support. TeleNav’s findings provide companies with a list of areas to consider in order to improve customer loyalty in 2008.
Nearly 430 poll respondents to TeleNav’s survey listed the following irritations when dealing with customer service:
- Waiting around during a four-hour window for a service representative (68%)
- Last-minute cancellations (16%)
- Having to fill out cumbersome paperwork / service documents (10%)
- Spending time on the phone with repairmen to give directions to their homes (4%)
- Inability to get information on their service status (3%)
According to TARP, America’s premier customer experience research consultancy, 68% of customer turnover takes place because they feel poorly treated. Additionally, it can cost a business five times more to attract new customers than to retain existing ones.
GPS tracking solutions, one of the numerous technologies available to improve customer service, can solve many of these issues and save companies money and customers. TeleNav offers TeleNav Track(tm), a web-based mobile workforce management solution, which leverages GPS and wireless technologies and operates on mobile phones and PDAs.
TeleNav Track customers have discovered that GPS-enabled mobile workforce solutions provide them with the tools their field representatives need to better serve customers. For example, jobs are assigned based on current locations, allowing for a major decrease in unnecessary driving time. Employees can also save time relaying information to dispatchers and managers by inputting updates directly on their cell phones through wireless time sheets and forms. Additionally, mobile workers can search for destinations more efficiently by following turn-by-turn GPS directions with moving maps. Finally, customers feel attended to because questions or concerns can be dealt with 24-7 since dispatchers and managers can access up-to-date information online at anytime.
“It is essential that corporations take necessary measures to ensure they are carefully and quickly adapting to the needs of their clientele in order to reduce customer turnover,” said HP Jin, TeleNav president, CEO and co-founder. “Our solution is easy to use and can produce immediate and significant return on investment. An improved level of service results in satisfied customers, which translates to repeat business and increased revenue.”
Corporations that have deployed TeleNav Track have also witnessed an increase in employee accountability, communication and productivity. Their customers receive instantaneous updates about queries in real-time, complete with location information . For further information about TeleNav Track and carrier availability, please visit http://www.TeleNav Treack.com.
