Restrict Fieldworker Communication with Customers Prior to Booking Start Time
Some companies choose to limit fieldworker communication with customers before the booking start date to improve control and reduce the risk of issues, such as fieldworkers offering services directly to customers or rescheduling without confirming availability with the office. This approach enhances communication management and helps to set clear expectations, which can lead to a better customer experience.
However, this restriction may impact the ability of fieldworkers to provide high-quality service as they may need to contact customers to collect the necessary information for successful job completion.
To balance the need for control and efficiency with the desire to provide personalized service and effective feedback, OctopusPro offers a discussion board on the booking page to enable communication while still adhering to communication restrictions. The discussion board sends email and SMS notifications to the customer, keeping them informed of any questions, comments, and replies from fieldworkers. Customers can also respond to discussions directly, and fieldworkers can be automatically notified through the app while admin users can monitor all communications between the customer and fieldworker.
Table of contents
- Introduction
- How the Feature Works
- Benefits/Drawbacks of Enabling the Feature
- Troubleshooting
- Conclusion
- Related FAQs
Introduction
Overview of the feature
When the flag to restrict fieldworker communication with customers prior to the booking start date is enabled, fieldworkers are limited to contacting the customer from the start date of the booking until the booking is completed, except in specific situations. The fieldworker can contact the customer even before pressing the “ON THE WAY” button on the app, such as when urgent checks or questions arise. Exceptions to this restriction include cases where the booking status is still “IN PROGRESS” if there is an open invoice, or if there is an unresolved complaint or issue with the booking. Please note that this restriction doesn’t affect the visibility of the customer contact details to the fieldworker, which is controlled through another flag.
Direct communication between fieldworkers and customers before the booking start date is enabled if the customer is added directly through the fieldworker, or based on specific circumstances. Ultimately, each company needs to decide on the approach that best aligns with its goals and objectives, as well as its customers’ needs and preferences.
How the Feature Works
Allowing/Restricting Fieldworker Communication with Customers Prior to Booking Start Date
As previously mentioned, OctopusPro gives you the ability to allow or restrict your fieldworkers from communicating with your customers prior to the booking start time.
To do so, follow these steps:
- Log in to your account and navigate to the settings menu.
- Go to General Settings > Fieldworker Permissions
Scroll down to the relevant flag “Restrict Fieldworker Communication with Customers Prior to Booking Start Time” and enable or disable it.
By enabling the flag, you will restrict your fieldworkers from communicating with customers prior to the booking start time.
However, if you disable the flag, you will be allowing your fieldworkers to communicate with your customers at any time during the booking process.
Receive notifications when fieldworkers attempt to communicate with customers
If you want to be notified when your fieldworker attempts to contact the customer, you can enable the option for that.
When logged in as an admin user, go to your notifications center from the top right side of the page. Then, enable the flag “Notify admin when fieldworker tries to contact customer”
Once enabled, you will receive a notification when your fieldworkers attempt to contact your customers.
What happens if fieldworkers try to communicate with customers before booking start time when the flag is enabled?
Once you have enabled the flag to restrict communication between fieldworkers and customers prior to the booking time, fieldworkers will not be able to email or SMS the customer before the booking starts, and even if they attempt to do so, they will be denied access, and can only communicate through the booking discussion board, giving admin users the full access to the fieldworker/customer interaction.
Benefits/Drawbacks of Enabling the Feature
Potential Benefits of Restricting Communication Before the Booking Start Date
Restricting communication before the booking start date has several potential benefits. It enables companies to better manage communication, reduce the risk of misunderstandings, and improve the overall customer experience. By allocating tasks more effectively and streamlining service delivery, companies can efficiently manage their resources. Additionally, limiting direct communication between fieldworkers and customers can prevent situations where fieldworkers offer services directly to customers or compete with each other for jobs.
Potential Drawbacks of Restricting Communication Before the Booking Start Date
The potential drawbacks of restricting communication before the booking start date are that it may hinder fieldworkers’ ability to deliver personalized service and gather feedback, leading to decreased customer satisfaction. Additionally, some customers may prefer to communicate directly with fieldworkers to build a personal relationship or address specific concerns. By limiting communication, the company may also limit the ability of fieldworkers to gather feedback and address issues in real time.
Issues that can arise if Fieldworkers Communicate Directly with Customers Before Booking Start Time
If fieldworkers communicate directly with customers before the booking start time, several issues can arise. They may bypass the company and offer services directly to customers, which can result in decreased control over communication, customer management, and resource allocation. Misunderstandings can also arise, leading to a negative impact on service quality, customer experience, and ultimately, the company’s reputation.
Troubleshooting
Common issues and solutions for the flag
If you encounter any issues with this feature, such as fieldworkers attempting to communicate with customers prior to the booking start time, you can review your communication settings and make any necessary adjustments, by enabling or disabling the related flag. Fieldworkers may attempt to contact customers for emergencies before the booking starts time, in this case, you may either adjust the flag settings, or fieldworkers can communicate with customers on the discussion board which admin users have access to as well. You can also reach out to our support team for assistance.
Conclusion
The feature to restrict fieldworker communication with customers prior to the booking start time can help improve efficiency, maintain a professional image, and reduce liability for your company. By following the steps outlined in this guide, you can set up and use the feature effectively and provide a better experience for both fieldworkers and customers.
Related FAQS
Can Fieldworkers Communicate with Customers before the booking start date while Adhering to Restrictions?
To balance the need for control and efficiency with the desire to provide personalized service and effective feedback, OctopusPro offers a discussion board on the booking page to enable communication while still adhering to communication restrictions. The discussion board sends email and SMS notifications to the customer, keeping them informed of any updates or changes to their booking. Customers can also respond to discussions directly, and fieldworkers can be automatically notified through the app while admin users can monitor all communications between the customer and fieldworker.
Can customers respond to fieldworker discussions on the discussion board?
Yes, customers can respond to discussions directly, and fieldworkers can be automatically notified through the app while admin users can monitor all communications between the customer and fieldworker.
What notification system does OctopusPro offer to keep customers informed of any updates or changes to their booking?
OctopusPro offers a discussion board on the booking page that sends an email and SMS notification to the customer. It keeps the customers informed of any updates or changes to their booking, including rescheduling, cancellations, or updates in service delivery. This keeps communication transparent and reduces the risk of misunderstandings.
When is direct communication between fieldworkers and customers enabled even when this flag is enabled?
Even when this flag is enabled, direct communication between fieldworkers and customers before the booking start date is allowed in one main situation if the customer is added directly through the fieldworker.
Does this feature affect the visibility of customer contact details to the fieldworker?
No, this restriction doesn’t affect the visibility of the customer contact details to the fieldworker, which is controlled through another flag.
How should companies decide whether to enable or disable this feature?
Companies should weigh the potential benefits and drawbacks of this feature against their goals and objectives, as well as the needs and preferences of their customers. Companies that prioritize strict control and efficient communication may benefit from restricting customer contact before the booking start date, while those that value personalized service and effective feedback may prefer enabling direct communication.
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