Text messaging can help improve customer service


Toronto, ON — Being able to quickly text home service professionals, like plumbers and HVAC technicians is the preferred notification method for homeowners, particularly when the service professional is running late, according to a recent survey.

Overall, 58 per cent of homeowners surveyed by Jobber, a provider of home service management software, feel it is important to be able to text a home service business. This sentiment is especially true among 24 to 34-year-olds, with 84 per cent of respondents agreeing that this is important. In addition, 32 per cent of homeowners state that texting is the preferred notification method when a home service professional is running late.

When asked how long it takes to receive a reply from a home service provider via text, 58 per cent say within an hour. Overall, 82 per cent receive a response within a few hours.

“Home service professionals work in industries that are centered around creating relationships and loyalty with customers,” said Sam Pillar, CEO and co-founder at Jobber, in announcing the availability of two-way text messaging within the company’s platform. “Meeting and exceeding homeowner expectations is key to developing customers for life. With two-way text messaging, service providers are able to offer a real-time communication option that’s fast and convenient—giving small businesses another way to stand out from competitors and be more successful.”

According to the company, two-way text messaging joins Jobber’s suite of customer communication tools that are designed to help service providers keep their clients in the loop at key points before, during, and after a job is complete. Through these tools, service providers can customize and automate text and email communications such as invoice and quote follow-ups, appointment reminders, “on my way” messages, and client follow-ups for reviews and feedback. Now with two-way text messaging, Jobber customers can receive replies back on automated notifications and communicate with their clients instantly.




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