crowd service - an innovative solution for an excellent customer experience
TRANSCRIPT
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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 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
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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-demand 1. 2.
Matching and contact 3.
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:
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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
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
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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:
+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
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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