According to a recent WorkWave survey of over 150 pest control companies, online reviews, word of mouth, and referrals from existing customers are among the top three ways that these companies are winning new customers. Online reviews is designed to support these three key buyer behaviors.
“Consumers today don’t just trust word of mouth anymore – before doing business with any new company, they check online reviews to make sure they are working with a partner they can trust. With WorkWave’s new Online Reviews solution directly integrated into WorkWave field service solutions, companies can easily take control of their online reputation, to both protect themselves and generate the recognition they deserve,” said David F. Giannetto, CEO of WorkWave. “Our customers who have been using the previous Online Reviews platform have seen great success growing their business, and we are excited to bring the field service industry even more powerful and intelligent tools that stay ahead of their competition and generate new sales.”
The updated Online Reviews platform empowers field service companies to:
Make Informed Decisions through Actionable Reporting: Based on customer feedback collected from online reviews and surveys, the platform generates reports that provide critical insight into service performance, enabling businesses to make actionable decisions.
Increase Operational Efficiency Through Seamless Integration: The platform allows users to automatically send an email or text message after the service, requesting that the customer reviews the business online; review cards make it simple to manage all aspects of the review workflow in a single place as well as create a paper trail that ensures accountability.
Protect Their Companies Against Poor Reviews: Because the Online Reviews platform matches the reviewer to his or her account within PestPac, WorkWave Service, or PestPac Select, business owners can access the background information they need to respond to negative reviews based on their own understanding of the customer and their history with the company.
Generate More Positive Reviews to Win New Customers: The mobile app functionality for Online Reviews enables technicians to engage with the customer while at the site to request and collect reviews immediately after job completion. Companies can also generate and send customer surveys, and then based on the responses, request for the positive ones to give a review online.
Retain Quality Employees by Collecting Customer Feedback: The reporting functionality within Online Reviews enables employers to create a more supportive work environment for all employees, because they see which employees deserve more recognition, as well as which employees might need some additional training.