Moving industry: 3 ways using chat platforms instead of video survey technology is putting customers at risk

Last March, when the entire world literally stopped, our industry continued to ensure that people that needed to be relocated, were. Movers were on the frontlines, and many turned to chat apps like WhatsApp, Facetime and Zoom to complete video surveys.

For many, this was a band aid solution to the challenge that the pandemic and lockdowns posed – and many companies have subsequently adopted Shyft’s video survey technology to move the needle of their business.

Those that continue to rely on social media platforms are putting their customers and their business at risk – because they are using the wrong tool to get the job done

You see, embracing technology and future proofing your business isn’t just a band aid solution, it’s understanding and mapping out a sustainable strategy for the survival of your company – no matter its size.

So if you’re still doing surveys using these chat apps, you are putting customers at a disadvantage and here’s why:

1. Privacy: Customers value their privacy and security

Chat apps like WhatsApp rank at the bottom of the list when it comes to privacy. It is not GDPR compliant, has been hacked a number of times, and is not advised for business use. In fact, using WhatsApp for business purposes is against the platform’s terms of use.

So, before you use a chat platform for a video survey, consider the information that is being exchanged – including move dates, inventory items, and even routes that will be taken. Sometimes sensitive payment information is also shared. This can put the customer and the moving company at risk.

Privacy is dead and social media holds the smoking gun. 

                          Pete Cashmore

2. Productivity: Disjointed communication is not conducive to a great customer experience

Today’s customer expects communication in real time, and in a way that is suitable for them. Sometimes that is call/SMS, and other times its voice notes and video chats. Customers also expect live chat services 24/7. Most chat platforms do not cater to all these communication methods – with email thrown in the mix. And movers can have a hard time keeping track of all the communication tools they use. Hence, using the wrong tools can result in miscommunication. Everyone in the business will tell you that great relationships begin and flourish with robust communication.

3. Accuracy: 60% of the time the price changes

This was true with at home surveys, and I’m willing to bet that it’s true when proper video survey technology is not used. At Shyft, we maintain an average of 95% accuracy with our surveys – and we completed over 80,000. Customers want to know what they are getting and what they are paying for, and keeping the inventory lists and entire quoting process transparent gives customers peace of mind and improves NPS scores.  

A good tool improves the way you work. A great tool improves the way you think.    

Jeff Duntemann

Still think using a chat platform for video surveys saves you money?  

 Here is a question for you: Has WhatsApp or Zoom REALLY solved your problems? 

 Ask yourself this:

•  Are you really saving time? Apart from the time spent driving, are you still using the antiquated processes to create inventories?
• Are you really making more money? Are you managing to send more accurate quotes to customers each day? Is all the data stored in one place? What happens if you forget to hit record on the Zoom call?
• Are you really booking more moves?

 Honest opinion - you’re probably not. 

 It’s time to invest in the right tool to get the job done

Truth is, a lot of movers face the same challenges – and we solve those challenges with technology.

 You see – I am a mover. My wife is a mover. We’ve been in this industry our entire adult lives – and it’s a big part of who we are. So, when we created Shyft, we did it to solve problems, to improve transparency, and to modernize this industry and equip it with the best tech so that everyone can step into the 21st century together.

We are working with you, side by side.  

Shyft is a network for movers – like you, reading this – that gives you the tools to get leads – year-round, and we don’t charge you membership like some other lead generation companies (go to www.shyftexchange.com). And more importantly, we put the tools to service your customers in your hands.

 Unlike chat platforms, Shyft Video Surveys pool all the information you get from a customer into one easy to find place, and give you access to that customer via email, SMS, live chat, phone, voice/video chat. It means that you save time, and in doing so, you can double your efforts, and your profits – our inventories are 95% accurate (and that’s a fact).

We have a team of experts that can manage the surveys for you – at the customers’ convenience. Let’s face it, just like you, they’re probably working during working hours and today’s customers is used to a real time solution, so if they want a survey at 10pm on a Saturday, because they’re at work during the week and with their kids on the weekend – then why not?

 Competition is rife – and movers need future proofed tools that improve productivity and efficiency.