Improving the customer experience isn’t just an important goal for EV charging networks. It’s emerged as a top priority in a fast-growing market where keeping customers satisfied is a crucial objective. There are several reasons for this:

  • The EV charging paradigm may be growing rapidly, but it remains very fluid. That translates into a golden opportunity to shape customer habits and instill customer loyalty.
  • Many EV customers also still have – and use – conventional vehicles. That’s driven in part by their mix of driving requirements. For example, longer trips across less-populated areas – where EVs and chargers are fewer and farther between – are part of the reason. But another reason is low confidence that even existing local charging stations will be in service or that they won’t have long wait times for a charge because there’s only one charging station that’s working. Greater reliability will result in greater EV usage by giving customers greater confidence that they won’t be left without convenient charging options.
  • A positive experience doesn’t just result in more visits from one happy customer – it results in more visits from all the new customers that every happy customer refers.
  • In addition to happier end-users, it’s essential to keep the direct customers who run the consumer or B2B charging stations satisfied as well.

So how can field service management solutions help drive these outcomes? Here are a few features that can make all the difference for keeping your direct customers as well as their end-users happy:

  • Predictive maintenance can make the difference between a satisfying user experience and one that’s characterized by “out of service” signs or painfully long waiting times.
  • When business requirements change rapidly, you can’t afford to be locked into a hardwired solution that requires specialized developers to make even minor changes. A no-code development environment ensures that you won’t be slowed down every time you need to update or enhance your workflows.
  • Everyone is short-staffed these days, particularly when it comes to experienced technicians familiar with some of the more challenging issues that can arise. That’s partly a natural result in any emerging market, but it’s also a systemic challenge throughout the field service industry as a whole (and the economy as a whole, for that matter), so it’s unlikely to resolve itself anytime soon. A solution designed for real-world workforces can mitigate these challenges. Key capabilities include robust mobile applications that make it easy for contractors (bringing their own devices) to ramp up quickly and tools that empower your most experienced engineers to share their expertise remotely with more junior technicians.
  • Customized customer portals make it easier for charging station operators to request service and to keep them  looped in on the status of installation and repair appointments.
  • When basic functionality isn’t being addressed – or if it leaves much room for improvement – customer satisfaction will often be one of the casualties. Make sure your field service management solution offers robust tools for optimizing:

Want some ideas to help your field service management solution improve your customer experience? Schedule a demo of the Zinier platform today.

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