When it comes to drivers, bike messengers, remote field service employees and on-demand teams, communication is king.
A mobile workforce is often engaged in time-sensitive activities, and need to connect with their support team immediately in order to deliver the best customer service. Having an effective communication process and the right tools on-hand has a direct impact on productivity.
For remote employees and the support teams alike, having access to a flexible platform where you can communicate using different channels has an incredible impact on team efficiency.
So, how can you make sure you’re doing your best to communicate effectively with your team in the field? Here are some tips.
1) Understand the needs of your mobile team
Your mobile team is likely dealing with a number of challenges. It’s important to recognize that your mobile team needs the ability to multitask and may not be able to spend time making phone calls, or pausing to send a text message. When choosing an instant communication tool for your mobile team, they require a fast, easy way to reach their support team.
2) Leverage the power of voice
Voice is a powerful way to engage with teams on-the-go. It provides clarity in tone and intent that text or email cannot, specially in an urgent situation. However, phone calls waste a lot of time in the process of dialing, waiting for answer, exchanging pleasantries, leaving a voicemail, and so on. Offering a walkie-talkie messenger as an alternative to phone calls can cut back on interruptions and offer a hands-free solution that is easier, safer, and more efficient. Plus you can still leverage the power of voice to convey important meaning, urgency, and intent.
3) Make use of photos and video
Troubleshooting with a remote team can be challenging. Using photos and videos can be extremely helpful to describe a situation or provide visual confirmation if required.
4) Promote safety and efficiency during internal communications
Another big hurdle for field team operations is handling communications while on-the-go. For instance, text messages require both hands to transmit even short snippets. It’s a complete show stopper while on the job, and unsafe (and illegal) while driving.
For real-time communication, use voice and encourage your field team to use a headset. Opt for a hands-free communication as your primary method.
5) Always know the location of your teammates
Making sure your field staff is at the right place and on-time is critical for service-oriented businesses. In order to plan routes wisely and ensure your team is on-track, opt for a communication tool that automatically geotags and timestamps every message, so you can have a record of your team’s whereabouts at every exchange.
6) Find the right messaging mix and set clear best practices
Finding efficient ways to communicate is a top priority for on-demand businesses, and each method has its appropriate use at the right time. Whether it’s getting the point across quickly with walkie-talkie style messaging or making use of photos and video for easy troubleshooting, providing a flexible tool of communication to your team and setting clear best practices can help enhance the effectiveness of your communication and dramatically improve customer service.