How Jobox solved the customer experience for skilled trade pros

Skilled trades professionals are in high demand, but they can still benefit from improvements in running their business, especially when it comes to communication with customers. Misunderstandings with clients can make the job process harder and is anxiety-inducing for both parties. But pros want to focus on their job and don’t always have the training, infrastructure or resources to provide stellar customer service. On the other hand, customers have been used to excellent customer experiences that are seamless and painless, with banks and e-commerce platforms specifically having to up their game to stay ahead of the competition.

Jobox provides a mobile solution to add that special user-friendly touch, so pros can make their customers happier and get more jobs. Jobox is giving small businesses the infrastructure allowing them to provide a great experience on par with that of a major company.

How does it work?

Jobox handles the relationship from job request to final invoice and receipt. All the communication between the customer and the pro happens via a secure virtual number. When a Pro accepts a job, we send the customer all the necessary information in a text message, including the pro’s name, phone number and the link to a dedicated Customer Portal where they can manage the process. We assign the customer a dedicated phone number so we can track the conversations and ensure the highest quality of service from our pros.

Maximum transparency and accountability

The Customer Portal allows end customers to see the pro’s estimated time of arrival, which can help bring them peace of mind, knowing that the job will be done on time. The portal also includes all the job details and the pro’s itemized quotes or invoices to avoid any dispute or misunderstanding. Last but not least, the portal includes a secure payment system, so pros can receive payments instantly into their Jobox wallet, and customers can quickly and securely finalize the job.

The portal also provides a communication hub that maximizes transparency and accountability. Jobox sends emails and messages to the customer about the status of the job, and anything else that needs to be addressed, throughout the job process.

How did we do it?

We created a series of text messages and emails, and a dedicated webpage for each job on the Customer Portal. To come up with this solution, we started from our number one mission and the reason Jobox was created in the first place, which is helping pros run their business more efficiently and get more jobs. So we looked at what pros were missing and ways to help them improve, and customer experience and communication were top priorities. Because Jobox relies on a network of vetted pros, it was also crucial to make sure customers were delighted by their experience and saw a difference with Jobox pros. Clarity of communication was key to resolving a major pain point for our community.

As a result, we see that fewer customers call us to inquire about the status of a job. In fact we went from hundreds of requests per month to zero. This also means pros are getting less calls and can focus on doing what they love and what they’re best at, instead of handling customer relations.

Time saver

For our team, this also means time, money and resources saved. Instead of focusing on solving customer issues, since they are able to have a much more seamless experience with the pros, we can focus on our mission of helping the pros. Our network of pros gets even stronger and more reliable. Based on feedback from our pros, they can see the difference in customers’ perception and how much more professional their business is. By streamlining the job process, from the customer request to the final payment, we put control back into the business owners’ hands.

We learned a lot from creating and managing the Customer Portal. We rely on technology and AI to tackle the technical aspects such as sending messages, mapping out a pro’s itinerary and processing payments which create a seamless experience. Then pros can focus on delighting customers with a job well done and this removes friction from their relationships.

Interested in building the future of the home services industry with us??Visit our website?or?set up a demo with one of our team members.