How to Digitize Your Home Services Customer Journey

Digitizing the customer journey of your home service business can pave way for you to rise above the competition in the home services industry. Here’s your chance to learn more.

As a Billion Dollar industry, the home services industry is able to rake in a massive $500 billion every year in the United States. But the competition is stiff, and what this means for your business is that you have to offer something unique to make clients want to choose you.

Besides, new customers don’t come cheap, taking into account that acquiring a single customer using the cost-per-click method on Google Ads can cost you as much as $40. But did you know that even with a rise in costs when it comes to customer acquisition, the market is not expected to slow?

Well, this is true since over 70% of U.S. homeowners have been running home improvement projects since the global pandemic began. And with the on-demand home services industry having responded to the call, there is a high likelihood that the industry will encounter a 50%+ growth in the next three years.

Enhancing your digital customer journey

As a business owner in the home services industry, one thing that you have to keep in mind is that with the expansion of the industry, providing the best customer experience is no longer an option, but a necessity. As an increasing number of homeowners seek to hire businesses for new projects, maintenance services, as well as updates and upgrades, it’s only the businesses that offer the best customer experience with an omnichannel experience that will benefit optimally.


If, therefore, you are ready to digitize your customer journey, there is an increased likelihood that your business will be in a position to gain new leads, retain customers, and beat the competition. In that light, the digital touchpoint and options mentioned below should make it easier for your business to meet the expectations of your potential customers:

Make sure your website is easy to navigate

It’s important to be mindful of the fact that a majority of home services customers don’t actually what businesses they are supposed to look for when they start their search. That’s why it’s important to ensure that your business’s website shows up exactly when customers need it.

You ought to ensure that your website is connected to the Google My Business platform, and don’t stop there. Go further to see to it that your website is also easy to navigate, has the right information, and is ready to serve all kinds of customers.

Make sure that details such as the business hours, services, payment options, storefront locations, contact information, and all other details that are relevant to your business are not only easy to find but also to use.

Also, don’t lose sight of the fact that a majority of your customers are more than likely using their mobile devices to search for you. With that in mind, you will want to ascertain that your mobile site is also easy to use and navigate as well.

Always remember that 78% of local searches done on mobile devices will usually generate a purchase within a period of 24 hours.

Use web chat and other messaging options wisely

Use web chat and other messaging options wisely

Customers have always been interested in chatting with the businesses that serve them, and this has especially risen since the emergence of the pandemic. The discovery phase of the customer journey provides some of the first chances for customers to reach you by web chatting.

Besides, more than 40% of web visitors visit your website expecting that you already have a webchat option. When visiting from their mobile devices, the expectancy rises by an additional 10% to reach a total of 50%.

One thing that you have to understand as you seek to digitize the messaging options available throughout the customer journey is that customers are not only interested in contacting you only during the initial website visit. In reality, your customers would like to establish communication almost throughout the entire customer journey.

That’s why it would make sense to have a textable number on your Google My Business, make appointments through text, convert web conversations to text chats, not to mention sending review requests, payment information, and follow-up information, all through text platforms.

Besides, data shows clearly that 90% of customers are interested in communicating with businesses through text.

By moving communication to a text thread so as to satisfy customer needs in addition to consolidating your messaging option into a channel that makes it possible for customers and you as well to access the conversation history, you will have improved the overall customer experience.

Schedule appointments digitally

Schedule appointments digitally

Even though call volumes for different industries have generally been on the rise, the numbers associated with home services are simply stupefying. With a 36% increase in monthly calls for home services from February 2020 to July 2020, it’s evident that customers need your services.

But what if your business uses a lean operation model or is short-staffed? In such cases, you can always schedule appointments through text. Make sure that you send all available openings so that it’s easy for your clients to choose the openings that are best for their schedule.

And don’t end it there – use the same text methods to confirm appointments, remind your customers about their appointments, and also send follow-up messages after successful appointments.

There is one thing that you should not forget – using texts for call deflection will save your staff a lot of time and resources. That’s in consideration that the staff at the front desk is able to handle as many as eight conversations simultaneously.

Send automated payment links through texts

Send automated payment links through texts

You are already aware that customers are taking advantage of digital innovation in payment options to order what they need online, make reservations, and more. Since your home services customers are also familiar with such digital payment options and most of them love it, why not introduce the option in your business?

Besides, approximately 80% of consumers are fond of mobile, contactless payment options. This means that you no longer have to email payment links or even mail invoices. Just send payment links via text to save time and facilitate a hassle-free payment process.

Use text to send review requests

Use text to send review requests

It’s important to send post-service messages since your customers expect them. Homeowners would like to make sure that they have the option to reach out if there is an issue with the services provided, not to forget staying connected for feedback, reviews, as well as future business.

Keep in mind that sending a review request via text sets its likelihood of being opened to 99%. You can even make it more likely for customers to complete the review by adding a link to the review platform that you would like the customers to use.

And considering the fact that 77% of customers do respond to review requests, you should make sure that your business has a review program set up. Besides, it should be clear to you by now that a majority of homeowners will choose to read reviews when trying to pick the best home services business.

That’s not where it ends. Reviews are not only meant to establish trust between a business and its customers but they can also help a lot when it comes to ranking on Google. While word-of-mouth still exists, it’s advisable that you also take advantage of online reviews to digitize your referral process.

Update your customer journey today

With the information provided in this article, you should be in a better position to enhance the customer journey of your home services business. But if you want to learn even more about this topic, watch our free demo!

Sarah Jones is a home services professional at the premier messaging platform that connects contractors with ready-to-buy homeowners.

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