Giffgaff is a 'SIM card-only' telecom player from the United Kingdom. The customer service is completely performed 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 received via their forum. The number of answers to these questions was more than one million. In 95% of the cases, the questions were answered within an hour. The average response time to a question is three minutes.
Verizon
Telecom player Verizon has a customer-helps-customer forum to support the other oman mobile phone number list service channels. On the forum they have established a 1-9-90 ratio . 1% of their users are the so-called 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.
Barclaycard
The Barclaycard credit card is built around a strong community of users. Barclay has an online community that thinks along about the future of the product and serves as a crowd service platform. Customers talk to each other about various financial topics. In addition, they help each other with small operational questions about the credit card. The results are astonishing. Retention increased by 25%. The number of questions and complaints via traditional customer service channels decreased by 50% . Barclaycard speaks of a total return of ten million dollars.
Read more?
Want to read the details about the evolution from personal to self and crowd service? Read the paper in the SlideShare presentation above.