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      5 min read

      How Strong Customer Service Grows Your Business

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      With 90% of Americans citing customer service as a major consideration when deciding where they spend their money, it’s clear that decisions are no longer based on price or product alone. In an ever-increasing competitive environment, companies that do not exhibit a demonstrated commitment to offering an exceptional customer service experience are bound to lose customers, who more than ever, are focused on an all-encompassing experience.

      The fact is that forgetting or neglecting to call customers back means that you're losing the potential to book new business and missing out on the opportunity to provide the best service. This may be happening because of disorganization, lost paperwork, misplaced notes on the job, or technicians in the field not having access to information.

      Missing opportunities to optimize every touchpoint with the customer throughout the sales cycle will not only result in lost leads and sales but will also damage your reputation and negatively impact your business’s bottom line.

      With fierce competition, increasingly demanding customers expect only the best when it comes to service. How then can businesses leverage the power of customer satisfaction to grow their business and increase profits? How can you ensure enhanced customer service becomes a deal-maker and not a deal-breaker for your business?

      Top-Notch Service Creates Loyal Customers

      customer service and communicationSmart and successful businesses know the importance of maintaining a happy consumer base. Satisfied customers are loyal customers - the people who’ll keep coming back to buy from you again and again.

      Loyal customers effectively become ambassadors for your service operation. They spread awareness of your entity by recommending it to family and friends, generating free marketing through one of the most powerful mediums of all - word of mouth.

      It’s important to focus on nurturing these existing relationships even more than creating new ones, as acquiring new customers costs 6-7 x more than retaining existing ones. For small businesses, customer satisfaction levels could mean the difference between success or failure.

      Cultivating these relationships to embed loyalty and trust requires regular engagement and you can build customer loyalty by:

      • Consistently communicating with your customers, before, during and after jobs are completed
      • Responding quickly to customer requests by adopting a multi-channel approach to customer service
      • Asking for feedback every chance you get. Customer satisfaction surveys give you an indication of how happy your customers are with the help they received

      Loyal Customers Increase Sales

      Not only do loyal customers generate free awareness and promotion of your company, but they also increase sales. A study has found that 86% of customers are willing to pay more for customer service that is friendly and welcoming.

      Creating happy customers requires a combination of great services and exceptional customer communications and service. This means connecting with your customers across different channels, being able to provide relevant information quickly, and offering high-quality services. It's important to note that existing customers spend 67% more than new customers.

      Customer Service Opens Cross-Selling and Upselling Opportunities

      Cross-selling and upselling increase the revenue you generate per customer. However, you can’t just upsell to new clients right away; it’s far more effective to sell to existing customers. The success rate of upselling to a customer you already have is 60-70%, significantly higher than the 5-20% success rate of selling to a new one.

      Customer satisfaction is a key ingredient of effective cross-selling. Upselling requires an understanding of your customer’s needs. Rather than pushing irrelevant products or services on them, it’s more efficient to focus on meeting their specific needs, encouraging them to buy more.

      Use the Right Tools

      It’s essential to equip your team with the tools that help serve up a positive customer service experience. These tools need to be mobile-ready and able to respond to what’s happening in the field while providing real-time insights into customer interactions.

      An integrated customer relationship management (CRM) tool enables your business to offer personalized and effective customer service. A CRM platform collects information on a customer’s historical purchases, recent transactions and conversations, and other important data.

      Plannit’s Customer Relationship Management (CRM) tool retains complete histories for everyone you’ve ever worked with. 

      The data gathered by a CRM tool allows your business to make relevant and personalized offers to your customers based on historical interactions, increasing the likelihood of renewing service contracts.

      Establish Trust and Reliability with Multi-channel Service

      Many businesses lose leads because they’ve failed to adopt a multi-channel customer service approach. People can reach companies through so many different channels, so not having a platform to respond to these inquiries results in lost business.

      Multi-channel services mean covering all your bases, facilitating interactions between a company and its customers no matter which platform they choose to engage on. Email, social media, live chat, and phone all have their place in customer service, so being able to provide a helpful experience to your market no matter where they reach out is vital.

      Customer Communication Management Hub

      It can be challenging for businesses to monitor customer communication across different channels. It’s thus crucial to use the right tools - such as a Plannit-powered customer communication management solution where all the information is available at your fingertips from the office, from the job site, or on the road.

      This tool brings all your communication channels together in one place. It combines social media, email, web forms, phone, text, and chatbot in a single, easy-to-use hub. This means that businesses aiming to grow through customer satisfaction will never miss an opportunity. Plannit further provides an intelligent chatbot to service customers even when your team is busy in the field. This secures leads while prioritizing new requests and follow-ups.

      This customer communication management hub is just one feature in Plannit’s suite of management tools, which also includes job tracking, route planning, scheduling and dispatching, job histories, and business reporting. All of this empowers you to better serve and connect with your customers, increasing loyalty while growing your business.

      All Your Customer Communication Channels Together

      Consistently providing superior customer service requires equipping your team with the appropriate tools to take the guesswork out of customer service. 

      Plannit’s all-in-one business management tool offers fast, personalized service on everything from initial questions to getting quotes, signing contracts, and submitting payments. Customers are not going to wait around and neither should you, request a demo today and learn how our single platform empowers you to never miss an opportunity to grow your business and connect with more customers.

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