crowdsourcing customer happiness without a customer service department
TRANSCRIPT
Crowd-Sourced Customer Service
Manuel GrenacherFounder of MilaTwitter @mgrenacher
Thomas Staudte Project Manager Swisscom Friends
Problems to solve
64% 2-3x Expectation Changed
Experienced bad customer service, taking too long to resolve problems
Times consumers contact customer
service in average - mostly other
agents
People want immediate
gratification and solution for their
request or problems
More then ever, customer service matters
Solution
On Demand Service Next Door
Build an online service marketplace to empower customers to seek help from each other.
Use Case: Swisscom Friends
Trusted people next door
Picture
Certificates
Ratings
Neighborhood
Skills
Fast implementation
Benefits
• Cost efficient and scalable service community in customers Neighborhoods. Swisscom enabled 1’000+ Friends in just 12 Month.
• Convenient and flexible: Friends will assist in the evening or on the weekends and at home.
• Personalized Support: Friend arrives in person and can answer additional questions.
• Improve Brand image by empowering people to help each other.
• Exceed customer satisfaction!
Statements
“Crowd customer service is to customer support as
Uber is to the taxi-cab industry. Passionate
people who knows the product can earn extra dollars helping other
customers”
Shep HykenCustomer Service Expert
“Think about Swisscom Friends as a
marketplace for technical support, where
customers help customers. We hope it
helps our customers find a quick and easy
solution”
Marc WernerCEO Residential,
Swisscom
Press
A German Cell Phone Company Is Outsourcing Tech Supporthttp://www.businessinsider.com/vodafone-is-outsourcing-tech-support-2014-11 Mila Partners With Swisscom To Break Euro Fear Of Share Economyhttp://techcrunch.com/2013/11/27/task-marketplace-mila-partners-with-swisscom-to-break-euro-fear-of-share-economy/ Mila sees big firms using web to outsource customer support http://www.reuters.com/article/2014/03/31/us-mila-sharingeconomy-idUSBREA2U0UK20140331
Customer Service Excellence
Field Service Management
Crowd Service (OnDemand)
Self Service
WIFISmartphone
Smart Home Security
NetworkEoC/Fiber
IP Devices
Utility
