A short interview with Aisha, Product Manager for Customer Communications at ServiceTitan, describing a new automated job confirmations feature that lets customers confirm appointments by replying 'C' to reminder texts. The feature aims to reduce dispatcher follow-up time, improve customer convenience via SMS, and is enabled in ServiceTitan's Customer Notifications settings with a one-click banner toggle.
What's going on, everybody? Trisha Kohberger here, the blue collar nerd. I'm here with Aisha. She is the product manager over customer communications here at Servicetitan. Aisha, can you introduce yourself and kind of tell me what it means to be the product manager of customer communications?
Sure. Thank you, Richard. I'm the product manager for customer communications, which means that I work on enhancing the customer's experience and making sure that Servicetitan is delivering an outstanding, convenient experience for the customer.
Awesome. How long have you been with Servicetitan?
I've been here for four years.
Four years. Oh, that's a pretty long time for service titan. Not that old a company.
Yeah, yeah. It's been a really great ride. We've helped build customer notifications from the ground up and Chat has been a big value creator for the customer communication squad.
Oh, yeah, absolutely. Chat's been awesome. As somebody who operates an H VAC company, Chat has been a big leap forward. So thank you for that.
Awesome. Thank you.
Okay, so Aisha is going to tell us a little bit more about a feature that Miles alluded to a little while back, and that is automated job confirmations. So, Aisha, can you tell us a little bit more about what this workflow is going to look like?
Sure. So right now, dispatchers are having to call customers, customers who haven't given their confirmation on a job. And instead of trying to get a hold of the customer, the customer was on the go and busy and doing other things. We thought that why don't we make it easier for the customer to just be able to confirm their appointment by replying back to the reminder? So now if you're using the automated job confirmations feature, your customer will be able to reply back to the reminder with the letter C, which will automatically confirm the job and service name.
Perfect. So let me just. You sent me an example here. I'm just going to pull that up. So I've got reminder from example company technician will be arriving and it's got your arrival window there. Reply C. I'm going to do that. Okay. And then it says that my appointment's been confirmed. So now on the office side, that appointment should now be that dark blue color. That lets our dispatchers know that that is a confirmed appointment. Right?
Correct.
Perfect. And that happens pretty much instantly.
Yes.
Awesome. So, Aisha, tell me a little bit more about what this really does for me as a client. How does this help me be more efficient?
So it creates operational efficiencies for your business. Your dispatchers save the number of hours that they're spending on a weekly basis just following up with customers to get a hold of them. We know from research that text really works. We've seen that firsthand with chat. Text brings convenience to the customer. The customer is not always able to get on the phone and have a phone call. The customer might be on the go. So text is really the optimal way to reach them. Instead of being reactive as a business and kind of reaching out to the customer and not being able to get a hold of them and being inefficient that way, we thought, why don't we automate this and make the customer able to respond and confirm their jobs automatically over text? So that's what we're trying to do here. And I think there's big value here for the customer, especially because we're offering such a modern, convenient experience.
Yeah, absolutely. No, this makes perfect sense to me. People really love text, especially. Becomes more and more popular, it seems, every year. And this is a workflow that I think people are already used to. So I think this is going to really click in pretty easily and instantly. Okay, so where can people go to enable this feature if they're interested?
Sure. They can go to customer notifications. There's going to be a banner that's going to flash when they're in settings for customer notifications, and it's just a simple one click to enable the feature.
Okay, so is this something that's just in Settings? Do we need to talk to a csm? Is it gated at all?
No, it's not gated. It's simply in settings. And once you enable the feature, the language reply C to confirm gets automatically appended to the reminder text.
Excellent. Awesome. Aisha, thank you so much for the time. That's going to be really useful for everybody, I think.
Thank you, Richard.
Hey, thank you so much for watching. Before I let you go, I do want to let you know that I am part of a team called Blue Collar Profits. And our mission is to make sure that you are getting the most out of service titan and technology in general within your company. So if you've got some problems going on or you're just onboarding or whatever, you just want somebody to really get in their hands on and help you out, reach out to us. The best person to reach out to is going to be Tyson. So send an email over to TysonLucollarProfits.com and that'll be the best way to get the ball rolling. Please make sure to hit that subscribe button. If you haven't done that already and hit that bell icon so that YouTube notifies you. Anytime I upload a new video, that really helps me out, helps make sure that you don't miss any new content coming out. Appreciate it. Peace.
