A Large Pest Control Company Unifies Voice, Email & Chat with Xima + Voice for Pest
See how one of the West Coast’s largest pest control companies handled 72,000+ calls, 3,100+ callbacks, and 1,800+ chats in 90 days with Xima and Voice for Pest.
Every call into your field service contact center is a scheduling decision: is this an emergency, a routine visit, or a reschedule? Xima gives your CSRs and dispatchers the tools to triage quickly, keep customers updated in real time, and reduce callbacks and no-shows that hurt your first-time fix rate.
A missed appointment window doesn’t just cost you a truck roll. It costs you the next service call, the maintenance plan renewal, and the referral. Every customer sitting at home waiting for a technician is one delayed update away from calling a competitor instead.
Xima’s contact center software uses AI to help your CSRs and dispatchers move faster on every call. AI-powered self-service handles routine scheduling, rescheduling, and “where’s my tech” questions without tying up a live agent, so your team can stay focused on emergencies and complex jobs. Screen pops surface a customer’s service history and equipment details the moment a call comes in, so agents don’t have to ask questions the customer has already answered. Speech analytics flags missed upsell opportunities and script deviations, turning every call into a coaching moment.
Your customers don’t all want to reach you the same way, especially when they’re standing in a flooded kitchen or a house with a real pest problem. Xima helps you meet them on voice, chat, email, and SMS, backed by the same real-time data across every channel.
On-demand voice support connects customers to the right CSR immediately, whether they’re booking a routine visit or reporting a no-heat emergency.
Let customers book, reschedule, or check tech arrival status through fast, encrypted chat, without adding to your phone queue.
Automated appointment confirmations, reminders, and follow-ups keep customers informed without extra work for your team.
Send arrival windows, “tech is on the way” alerts, and rebooking reminders by text, the channel customers most want for appointment updates
75%
Field service research from the Aberdeen Group puts the average first-time fix rate at around 75%, meaning roughly one in four service calls needs a repeat visit — and that gap often starts (or ends) with the contact center.
Protect sensitive customer, payment, and technician data while giving your team an easy way to verify identity and safety details on every call. Xima holds SOC 2 certification, and pause-and-resume call recording protects card details when taking payment by phone.
Protect sensitive customer, payment, and technician data while giving your team an easy way to verify identity and safety details on every call. Xima holds SOC 2 certification, and pause-and-resume call recording, along with automated redaction, makes it easy for agents to protect card details when taking payments over the phone.
Pause recording during payment or account verification, then resume automatically.
Centralized authentication reduces the risk of lost or recycled passwords, keeping unauthorized users out of scheduling and customer systems.
Flag missed safety disclosures or verification steps, like gas leak protocol or ID confirmation, so supervisors can catch issues immediately.
Every Xima feature is designed to help your team triage faster, keep queues moving during seasonal spikes, and protect customer and technician data.
Give customers the option to wait or receive a callback instead of holding during a heat wave, cold snap, or storm-driven call surge.
Our basic and advanced call center features are available at a fraction of the cost of enterprise competitors, without compromising on quality or availability.
How will using cloud-based call center software improve customer engagement and agent productivity company-wide? You can see for yourself by checking out a few of our biggest success stories.
Our call center solutions have helped people around the globe improve their businesses. We can help yours, too, with the power of cloud contact center software.
See how one of the West Coast’s largest pest control companies handled 72,000+ calls, 3,100+ callbacks, and 1,800+ chats in 90 days with Xima and Voice for Pest.
See how a nationwide auto glass company replaced legacy Avaya with Xima CCaaS — delivering enterprise-grade reporting to middle-tier teams at a fraction of the cost.
– A large, regional pest control company
Field service call center software is the system your CSRs and dispatchers use to handle every customer call, chat, text, and email related to scheduling, dispatching, and follow-up for in-home or on-site service visits. It connects your front-line team to the information they need, like appointment history, technician availability, and equipment details, so they can book, reschedule, or triage a call without putting the customer on hold.
The features that matter most are the ones that keep calls short and appointments accurate: call queuing and callback options for busy periods, IVR for self-service status checks, real-time wallboards so supervisors can see queue volume before it becomes a backlog, and speech analytics to catch missed safety steps or upsell opportunities. SMS is essential too, since it’s the channel most customers prefer for appointment and arrival updates.
It reduces the time your CSRs spend on routine tasks like appointment confirmations and rescheduling, so they can focus on emergencies and complex calls. It also gives supervisors visibility into call volume during seasonal spikes, such as a heat wave or a cold snap, so staffing and queues can adjust before customers hang up.
Any business that dispatches technicians to a customer’s location benefits: HVAC, plumbing, electrical, pest control, appliance repair, garage door, locksmith, and similar home and commercial service businesses. If your contact center handles scheduling, rescheduling, or “where’s my tech” calls, this is built for you.
Xima connects to your CRM, FSM, or dispatch platform via APIs, webhooks, and screen pop technology, so agent-facing data such as customer history and appointment status appears automatically when a call comes in. Your implementation team can walk through your specific FSM during setup to confirm what’s supported.
Yes. Call queuing and callback options keep customers from abandoning calls during high-volume periods, and real-time wallboards let supervisors see a spike coming and adjust staffing before it turns into a backlog. Cloud-based scaling also means you’re not limited by on-premises capacity during your busiest weeks of the year.
Yes. SMS is fully supported and centrally managed within the platform, so your team can send appointment confirmations, arrival windows, and “tech is on the way” alerts without relying on personal devices or a separate texting tool.
Yes. Xima already supports field service businesses in these categories, including a pest control company that handled over 72,000 calls, 3,100 callbacks, and 1,800 chats on the platform in 90 days. The same tools that support high call volume and multi-channel scheduling apply across HVAC, plumbing, electrical, and appliance repair.
Xima offers both. The cloud-based Contact Center as a Service (CCaaS) platform is the most common choice for field service businesses that need flexibility and remote access, but an on-premises option is available for businesses with specific infrastructure requirements.
See how Xima AI contact center software supports better QA, stronger analytics, and faster coaching.
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Join us for an exclusive webinar as we dive into our latest product releases for IVR, MMS Messaging, and our Social Media Integration.
Thursday, September 12, 2024 | 11:00AM ET