Without giving specific figures, Rabobank is surpris by the large number of customers who prefer this approach. A personal safety net is link to the overseas data digital self-service. Customers can ask questions to an employee of a local bank via video chat.
rabo self
3 strong crowd service cases
Crowdsourcing and consumer collaboration are trendy marketing terms. However, everything is still in its infancy. belgium numbers Most co-creation experiments are more PR campaigns than real consumer involvement. The business world is a student in the world of collaborating with customers. Outsourcing customer service (partly) to customers is of course a radical evolution. If you take this step, you actually assume that customers know the products at least as well as the manufacturers.
The first steps in crowd service were taken in the IT world. After all, there were already many organically built forums marcello was one of them where ICT enthusiasts help each other with problems. Today, crowd service continues to emerge mainly in the technological sector.
Giffgaff customer support
Giffgaff is a ‘SIM card-only’ telecom player from the Unit Kingdom. The customer service is completely perform by members of their community. All members are customers. The more actively their customers help other customers, the greater the rewards. There is no safety net. Giffgaff does not have a call center. In other words, the entire customer service is crowd service. In 2010, 130,000 questions were receiv via their forum. The number of answers to these questions was more than one million. In 95% of the cases, the questions were answer within an hour. The average response time to a question is three minutes. Telecom player
Verizonhelps-customer forum to support the other service channels. On the forum they have establish a 1-9-90 ratio . 1% of their users are the so-call super users . These people work between 20 and 30 hours a week on the forum to help other customers. At Verizon these people are not paid. The reward is in a digital status. They get recognition, not money.
9% of users regularly answer questions from other customers. They don’t spend a lot of time on it, but answer questions they already have experience with. 90% of the community are readers. These people search for answers to their questions. Crowd service only works if super users are active in a community. Only when there are 1% of super users , the 90% readers will also come. At that moment, the efficiency drive that companies are counting on begins.