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How are you using customer notifications to set expectations?

Gwen Albright

We've been running FieldPulse for about 18 months now, and I keep coming back to customer notifications as the single highest-leverage thing we can tweak.

Here's what we do now:

  • Dispatch confirmation immediately after booking
  • 24-hour reminder with technician name and photo
  • "En route" trigger when status flips to In Transit
  • Completion summary with next steps

The "en route" one has been massive for us. Customers stop calling dispatch to ask "where's my tech?" — down maybe 70% from where we were.

But I'm curious what others are doing. Are you customizing the message copy? We tried being more casual and saw mixed results. What about SMS vs. email preferences? We default to SMS but I'm wondering if certain customer segments would rather get email.

Also — and this is where I'd love to hear from the ops managers here — are you using notifications to handle the negative stuff too? Like delays, reschedules, tech running late? We tend to call for that, but I'm wondering if a well-worded text actually lands better than a human calling to apologize.

Would love to hear what's working. This feels like an underexplored lever.

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  • Thanks so much for starting this Gwen! We're actually just now looking at our notification settings — we've had them on default since we implemented last year.

    A few questions if you don't mind! Do you send the 24-hour reminder at a specific time of day, or is it just 24 hours before the appointment? And what does your completion summary include — just the basics, or do you add things like warranty info or maintenance reminders?

    Really appreciate any details you can share! Our team is trying to get ahead of the "where's my tech" calls too, they're such a time sink for dispatch.

  • in reply to Deja Washington

    Deja — we send the 24-hour at 6pm the day before, regardless of appointment time. Seems to hit when people are actually looking at their phones.

    For completion, we keep it tight: job done, final amount if invoiced, and a link to our review request. We used to add maintenance reminders and saw unsubscribe rates jump. Customers want to feel done, not sold to.

    Worth testing your own audience though. What industry are you in?

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  • in reply to Deja Washington

    Deja — we send the 24-hour at 6pm the day before, regardless of appointment time. Seems to hit when people are actually looking at their phones.

    For completion, we keep it tight: job done, final amount if invoiced, and a link to our review request. We used to add maintenance reminders and saw unsubscribe rates jump. Customers want to feel done, not sold to.

    Worth testing your own audience though. What industry are you in?

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