Customer-facing forms: A breakdown

Customer-facing forms: A breakdown

ProntoForms is proud to empower people without coding experience to build custom apps that collect data in the field on mobile devices. But, as of December, ProntoForms now offers customer-facing forms hosted on the web for site readiness and customer satisfaction.

So, what’s the difference? Let’s first map out the difference between a web form solution and our customer-facing forms. Then we’ll examine what these forms mean for you, your technicians, and your customers. Spoiler: it impacts the depth and breadth of visibility into the field.

What are web forms?

A web form, sometimes called an HTML form, “is an online page that allows for user input. It is an interactive page that mimics a paper document or form, where users fill out particular fields.” Web forms typically collect information from the general public, customers, and employees but are standalone, not part of a greater data collection process.

With heavy programming, these web forms can be used for more general business purposes, but this often requires IT involvement and coding experience. Google Forms and SurveyMonkey are good examples of web forms.

What are customer-facing forms?

Web forms, by definition, exist solely online. Our customer-facing forms feed data into the ProntoForms app but — unlike their mobile form counterparts — are accessible on a web browser for specific field service uses.

Simply put, sending an in-app form to customers wouldn’t work. It would create unnecessary hoops for your customers to jump through like downloading ProntoForms and possessing an active subscription. By hosting these two select forms on the web, it allows technicians to collect critical data that would otherwise require a subscription.

Let’s take a look at how these forms can extend visibility into the field.

Site Readiness Forms

Limited visibility into site preparedness is a continuous gamble. At best, it means guessing if a site is prepared for a service call. At worst, a technician could arrive to a site only to discover that it isn’t ready for the work that needs to be completed. In this scenario, the sunk opportunity cost has real consequences. Time is lost, a return visit becomes necessary, and the technician’s time could have been better spent on a different job.

A site readiness form sends a checklist to customers to confirm that a site is ready for servicing. ProntoForms will then automatically notify a service planner who can schedule the visit or send the technician to a different site. This increases first-time fix rates and empowers your organization to make informed decisions about where to send technicians. 

Customer Satisfaction Forms

Imagine a scenario where a customer who had a negative experience provides feedback for a completed job months after the fact. This stale data is too little too late. Due to their bad experience, the customer has already considered a competitive service offering and is on the cusp of changing service providers. This information should have been captured earlier, but the customer wasn’t given an opportunity to voice their concerns or have them addressed.

A customer satisfaction form enables field service organizations to deploy a satisfaction form immediately after a service call for feedback. The feedback is directly tied to specific work orders to track performance. Identify at-risk customers sooner when there is an opportunity to maintain customer loyalty and prevent them from choosing another service provider.

Site readiness image

Conclusion

ProntoForms’ latest feature extends visibility into the field pre- and post-service call. It collects data that would otherwise be a mystery and empowers process owners to make decisions based on facts, not guesses.

Want to see how these forms can be a game-changer for customer service? Interested in the business opportunities they generate? Join Danielle Morley and Joel Fear, two of our product gurus, on December 11th at 1 PM EST at our “Service Game-Changer: Customer Readiness and Satisfaction Forms” webinar. Register now!

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