Can great customer experience be delivered by remote service?
Can great customer experience be delivered by remote service?
Kris Oldland, Editor-in-Chief, Field Service News is joined by Rob Ballanytne and Dan Oldridge of Salesforce for a forty-five minute discussion on connected field service.
During the discussion the three reflect on a recent paper published by Harvard Business Review that was based around an FSN Research study that explored the themes and trends around connected field service and how it is impacting customer and employee experience.
In this brief excerpt from that full interview we hear from Oldridge as he offers his thoughts on whether exceptional service can be delivered by remote-service tools or if on-site service still offers greater opportunities to provide customer satisfaction and engagement.
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