Crowd-Sourced Customer Service Next Door

Manuel Grenacher

Twitter @mgrenacher

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

Fast implementation, 2‘000 Friends

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

Whitepaper?

send email to

manuel@mila.com