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Flash Insight: Crowd Service – An innovative solution for an
excellent customer experience
April 2016
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Customer Service needs a revolution to meet increasing customer expectations.
… an innovative approach
for on-demand cus...
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It already exists: Crowd service provides personal on-demand support.
Service request
to crowd
Qualified member
from cro...
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Technical Problem Search for Service On-Demand Booking Problem Fixation Payment & Rating
Crowd service boosts the custom...
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92% would book the service again
92% would recommend crowd service
Capabilities of Mila Capabilities of Swisscom
2000+ “...
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Let’s discuss innovative solutions for improving the experience of your customers!
Flash Insight Crowd Service | April 2...
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Copyright and Sources
This document is intended for personal use only.
Distribution is only permitted without any change...
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Crowd Service - An innovative solution for an excellent customer experience

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Best-practice example for an innovative service approach that is inspired by the principle of the sharing economy.

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Crowd Service - An innovative solution for an excellent customer experience

  1. 1. 1 Flash Insight: Crowd Service – An innovative solution for an excellent customer experience April 2016
  2. 2. 2 Customer Service needs a revolution to meet increasing customer expectations. … an innovative approach for on-demand customer service is needed. Digital customers expect service excellence … Personalized Productive Painfree Proactive … but most service approaches do not meet customers’ expectations, even within digital self-care … Where is the innovation for on- demand customer service that meets the high expectations of today‘s customers? 66% are frustrated by waiting too long. 60% are not satisfied with being able to resolve issues on their own 71% are frustrated by a demanding and condescending customer service. 52% are not satisfied because they can’t access customer service the way they want. 45% are frustrated by inconsistent experiences across channels. Flash Insight Crowd Service | April 2016
  3. 3. 3 It already exists: Crowd service provides personal on-demand support. Service request to crowd Qualified member from crowd  Painfree: On-site & motivated  Personalized: Personal & friendly  Productive: Fast & on-demand1. 2. Matching and contact3. Offline peer-to-peer service fulfilment of closely-located crowd member 4. Flash Insight Crowd Service | April 2016  Proactive: Limited to abilities and motivation of the crowd member Crowd service approach review:
  4. 4. 4 Technical Problem Search for Service On-Demand Booking Problem Fixation Payment & Rating Crowd service boosts the customer experience by easy and seamless processing. Flash Insight Crowd Service | April 2016  Search for e.g. installation or data transfer services  Need for someone to explain the features and functionalities of their devices  Web-based crowd-platform displays close- located crowd members  Transparent price, qualifications and ratings  Booking of requested service  Crowd member is directly informed via push up notification  Crowd member fixes the technical problem at home or at agreed place  At a favored time (e.g. evenings or weekends …)  Customers pay via crowd platform  Customers directly rate service quality
  5. 5. 5 92% would book the service again 92% would recommend crowd service Capabilities of Mila Capabilities of Swisscom 2000+ “Swisscom Friends“ user 1000+ deals per month Best practice “Swisscom Friends“ “Swisscom Friends“ is a best practice for crowd based technical customer service.  Provision of crowd platform and end to end management  Matching algorithm: Guarantee of availability and fitting qualification of crowd members  Support of platform users and service suppliers (“Swisscom Friends“) 70% loyal to their “Swisscom Friend“ Other launches: Vodafone “Service Friends” in September 2014 and energy provider ewz in June 2015 Flash Insight Crowd Service | April 2016  Generation of trust through established and well- known brand  Marketing for crowd service solution  increases awareness  Promotion of new members through Swisscom‘s customer service employees
  6. 6. 6 Let’s discuss innovative solutions for improving the experience of your customers! Flash Insight Crowd Service | April 2016 How can innovative digital solutions help you linking Customer Experience to more value creation? How can crowd-based service offerings provide great on- site Customer Experience at efficient cost levels? How can excellent customer service offerings differentiate your company from your competitors? Nicolas Bell Associate Partner at Mücke, Sturm & Company Contact details: n.bell@muecke-sturm.de +49 151 58243377 Headoffice Munich Theresienhöhe 12 80339 München T +49 89 461399 0 F +49 89 461399 777 Office Hamburg Brooktorkai 20 20457 Hamburg More about Mücke, Sturm & Company: www.muecke-sturm.de
  7. 7. 7 Copyright and Sources This document is intended for personal use only. Distribution is only permitted without any changes or omissions – publication, in whole or in parts, requires prior written consent by MÜCKE, STURM & COMPANY and correct citation of sources. The herein published texts and graphics were used by MÜCKE, STURM & COMPANY in the context of a presentation; they themselves do not represent the presentation in its entirety. All mentioned company names, logos, brands, brand symbols and other copyrighted material are the sole properties of the respective company; they are only used for illustrative purposes. Slide #1 (Title): Pictures: Flickr, Mila Europe/ www.swisscom.ch Slide #2: Pictures: Pixabay, exis/ Pixabay, Wikimedia commons/ Torange Studies: Accenture, 2013/ newVoice, 2014/ Havard Business, 2010/ Interactive Intelligence, 2013 Slide #3: Pictuers: Pixapay, unsplash/ Pixabay , StartupStockphotos / Flickr, guillaume Slide #4: Pictures: Pixabay, unsplash/ Pixabay, kaboompics/ Flickr, Mila Europe/ Pexels/ Flickr, Gotcredit Studies: Mila Whitepaper, 2015, www.mila.com Slide #5: Studies: Mila Whitepaper, 2015, www.mila.com Flash Insight Crowd Service | April 2016 Copyright Sources

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