Date post: | 15-Feb-2017 |
Category: |
Technology |
Upload: | manuel-grenacher |
View: | 371 times |
Download: | 0 times |
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, real-time service matters
Solution
On Demand Service Next Door
Build an online service marketplace to empower customer to seek help from each other.
Mila “Friends” Partnerships
• Mila allows large company to take advantage of the on-demand economy and build a crowd sourced service ecosystem around your offerings.
• “Friends” are individuals or small enterprises who can offer help and services like installation, consulting or support.
• “Friends” are pre-screened and can easily be contacted and booked online or mobile.
4
How it works
Post Service Request
Friend in your neighborhood accept request
Friend performs Job < 24h
Pay online and post rating
<1h <24h 4.8
Use Case: Swisscom Friends
“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
Other Use Cases
Communication Energy RetailGethelpwith
computers,mobiledevices,TV,ornetworks
Gethelpwithsmarthomeorelectrical
works
Gethelpwithsettingupyournewdevice
www.mila.com
The Benefit: Customer Delight.
• Cost efficient and scalable service community in customers Neighborhoods.
• 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.
• Benefit from Collaborative Economy movement.
Press
A German Cell Phone Company Is Outsourcing Tech Supporthttp://www.businessinsider.com/vodafone-is-outsourcing-tech-support-2014-11
Swisscom Bolsters Its In-Field Customer Service Through Crowd Sourcinghttp://www.forbes.com/sites/adrianswinscoe/2015/11/14/swisscom-bolsters-its-in-field-customer-service-through-crowd-sourcing/
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