Field service management refers to the process of dispatching field service agents to an outside location for the repair, maintenance, or installation of a product.With field service ticket software, managers can assign work, track ticket progress in real-time, and monitor performance. On the other hand, field agents can collaborate on the move and refer to troubleshooting steps or guides using an internal knowledge base.
Field service ticket software allows your teams to manage all field requests or complaints from a single dashboard. Whether customers drop their requests via email or live chat, you can easily interact with them across all communication channels.
Create an external knowledge base for customers and reduce your call volume as well as field requests. Moreover, you can even create an internal help center so that field staff members are always connected to relevant knowledge.
Build custom chatbots for your website and make support available 24x7. Chatbots can interact with customers, route the conversation to a suitable agent, capture details for field service, and share appointment details.
Field service management tool allows team members to see who is working on which ticket so that there is complete transparency and zero confusion. Field agents can also add internal notes to tickets and collaborate in real-time.
While some field support requests demand your urgent attention, others can be handled with more time. Easily organize these requests based on their priority (High, Low, or Normal) and never leave an urgent issue hanging.
Customers want their on-site support session to be quick yet personalized. With a field service software solution, agents can view the complete ticket history and get all the context they need for meaningful customer interactions.
ProProfs field services software is hosted on the cloud so that your team can enjoy 24x7 accessibility. All your office, remote, and field agents can offer delightful support anytime, anywhere. You can easily log in and access your help desk platform using multiple devices such as PC, laptop, or mobile. With ProProfs Help Desk’s dedicated mobile app, your field staff can track tickets, monitor their progress, and collaborate with other team members in real-time.
Keep your support agents in the know-how whether they are on the field or at the office. With our field service support software, you can create an internal knowledge base to allow agents to find important information such as troubleshooting steps instantly. Empower agents to create, publish, edit, and share knowledge articles from any part of the world. Keep every field service agent in the loop with the help of real-time email notifications and alerts.
ProProfs field ticketing software comes packed with powerful automation capabilities to help you reduce agent workload. Automate your ticket assignment process and dispatch work evenly using the round-robin method. You can develop powerful chatbots that can assist customers with their basic queries, reducing the need for calls or field visits. Gain insights about the quality of support interactions by sharing automated CSAT and NPS surveys with customers.
Assign different roles to team members such as Admin, Manager, or Staff to determine their level of access to the help desk. Set up agent work hours and holidays to monitor your ticket response times accurately. Our software for field services offers insightful reports to help track your agents’ daily, weekly, and monthly performance. Monitor relevant help desk metrics and improve the customer experience.
To choose the best field ticketing software, you need to sit with your team and jot down the features you need in your tool. Find a tool that offers all the features mentioned above.
Price is always a big concern for most field support teams. Go for a tool that offers flexible pay-per-user plans and transparent help desk pricing. As your team and business grow, you can always opt for higher-end plans.
Your field service management software must offer an easy-to-use interface and dashboards. This will help your business save a lot of time and money on the product training of field agents.
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Director of Technology Initiatives, Touro College
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Health Licensing Coordinator, Nebraska Department of Human and Health Services