customer

CustomerZone360 NEWS

CustomerZone360 Home

Dish Network Provides New Portal that Gives Customers Accurate Service Appointment Times

By Christopher Mohr September 25, 2015

DISH Network recently introduced an online appointment portal that’s bound to please anyone who has ever had to set aside a four-hour time window waiting for a service tech to arrive. With My Tech, customers not only get an accurate ETA for service calls, but will also be able to know who the technician is scheduled to arrive at their home.


A video provided by DISH goes into a little more detail about how the process works. Customers first get an alert informing them of a 75-minute window during which a service technician will arrive. This is often substantially less than other household utility services, allowing customers to miss less time from work or perform personal tasks.

As the scheduled arrival nears, another alert with the name and a picture of the technician is sent to the customer. Software that uses Google Maps provides the current location of the technician, along with a real-time countdown that is even more accurate than the original ETA.

One of the worst things that can happen with any appointment time window is for the technician to show up with ten minutes remaining in a four-hour time window. While technically that complies with what was promised, customers are effectively restricted to their homes for three hours and fifty minutes. What’s even worse is for the tech to show up late because the customer has to wait not only during the originally-scheduled window, but additional time until the tech arrives.

DISH’s 75-minute window is relatively small, when compared to other companies that set appointments with time windows. UPS My Choice is a membership program that sets a two-hour window for customers to expect delivery of a package. Comcast Xfinity also sets appointments in a two-hour window with credits given if the tech fails to arrive on time. Cox appears to use a three-hour window over the lunch hour; a two-hour window otherwise.

One of the other concerns about appointments for technician service in homes is security. Stolen cable boxes, home invasions, possible con men, and fears of fake techs casing homes can all happen as a result of criminals posing as techs.

The My Tech portal is such a good idea that all utilities should use some equivalent of it. It requires no installation of mobile apps or PC software, is easy to use, provides safeguards against imposters gaining access to homes, and eliminates time wasted waiting for techs to arrive. DISH Network should be praised for creating something so helpful.




Edited by Rory J. Thompson

Contributing Writer

SHARE THIS ARTICLE
Related Articles

Building Contact Center Solutions for Modern Businesses

By: Erik Linask    12/13/2018

A follow up on my conversation with Noble Systems and how it's handling tech trends to deliver contact center solutions for today's businesses.

Read More

CustomWritings.com: Assessment of Customer Service

By: Special Guest    12/13/2018

Custom writing services are a major help for many college students, especially those students that are feeling overwhelmed. Compared to high school, c…

Read More

5 Ways to Boost Your Hiring Process

By: Special Guest    12/12/2018

With today's competitive marketplace, organizations are quickly finding ways to reach the best talent quickly. A lengthy and complicated hiring proces…

Read More

Handling Workplace Stress From the Employee's Perspective

By: Special Guest    12/7/2018

There tends to be a lot of advice out there with regard to how to keep an employee happy and keep workplace stress at bay. It often involves incentive…

Read More

The Importance of Great Service to Your Online Customers

By: Special Guest    12/6/2018

Anyone that sells products or services online has to remember that there is a huge amount of competition from rivals. Most people these days make purc…

Read More