Comments on: ‘The Best Service Is No Service’ — Mobile Industry, Take Note http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/ Russell Buckley and Carlo Longino on mobile technology. Sat, 30 Aug 2008 02:58:33 +0000 http://wordpress.org/?v=2.6 By: Giff Gfroerer, i2SMS http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119278 Giff Gfroerer, i2SMS Wed, 02 Apr 2008 15:55:17 +0000 http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119278 Precisely why so many carriers want to prevent their customers from downloading any application they want and running it on their phones. As soon as something goes wrong on the app, who do they call? Their call center, which now has to deal with someone else's problem. I am all for open. However, it is easy to see why the carriers are against this... Precisely why so many carriers want to prevent their customers from downloading any application they want and running it on their phones. As soon as something goes wrong on the app, who do they call? Their call center, which now has to deal with someone else’s problem.

I am all for open. However, it is easy to see why the carriers are against this…

]]> By: Peter Massey http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119263 Peter Massey Mon, 31 Mar 2008 10:08:18 +0000 http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119263 It does work in mobile. We've applied it and taken 20% of the contacts out in a year. That's a lot of money saved by the telco and a lot of time saved by the customers! The key thing is to remove contacts that are irrtant / irritant and free up more time to spend on teh ones where there's a benefit to both parties. Take a look on our site and you can download free some papers looking at different rates & reasons of contact in different industries. Its the paper on 21st century metrics ( I have to fess up that Bill and David, the authors, are my colleagues in the US and Aus ) It does work in mobile. We’ve applied it and taken 20% of the contacts out in a year. That’s a lot of money saved by the telco and a lot of time saved by the customers! The key thing is to remove contacts that are irrtant / irritant and free up more time to spend on teh ones where there’s a benefit to both parties. Take a look on our site and you can download free some papers looking at different rates & reasons of contact in different industries. Its the paper on 21st century metrics ( I have to fess up that Bill and David, the authors, are my colleagues in the US and Aus )

]]> By: Kristin K. http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119246 Kristin K. Fri, 28 Mar 2008 10:03:54 +0000 http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119246 Quite an interesting concept re: customer service... and thinking back, I've only consulted FAQs / dialled numbers when something has gone wrong. Would be interresting to see if mobile operators / device manufactures could develop such a comprehensive online help section.. but I'm not entirely sure if it would have the same success. In some instances, the operator has had to reset a function on their end, which I don't think would be possible without speaking to someone? Unless the "search" tool for defining problems is very specific, I could see it taking a significant amount of time to locate the problem and answer... then again, the amount of time we sometimes wait on hold... I have a mixed view on whether this would work for mobile operators; perhaps we'll see. Quite an interesting concept re: customer service… and thinking back, I’ve only consulted FAQs / dialled numbers when something has gone wrong.

Would be interresting to see if mobile operators / device manufactures could develop such a comprehensive online help section.. but I’m not entirely sure if it would have the same success. In some instances, the operator has had to reset a function on their end, which I don’t think would be possible without speaking to someone?

Unless the “search” tool for defining problems is very specific, I could see it taking a significant amount of time to locate the problem and answer… then again, the amount of time we sometimes wait on hold…

I have a mixed view on whether this would work for mobile operators; perhaps we’ll see.

]]> By: Jo http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119243 Jo Thu, 27 Mar 2008 19:40:52 +0000 http://mobhappy.com/blog1/2008/03/27/the-best-service-is-no-service-mobile-industry-take-note/#comment-119243 Useful post. I taught a large university class (n=850) and took the view of correct a problem before I get an avalanche of emails about exactly the same thing. We also wouldn't want to cut off people entirely from human contact, the nature of service in a university being what it is. Discussing a technical problem can lead to a "sale", in other words. If I recall, any email that went out would result in at least 20 emails with enquiries - so about 2.5% - not bad. I thought we were doing worse than that! So 15% failures; 25% how?: 40% where?; and 20% sales. And that is of people who contact them. Thanks Useful post. I taught a large university class (n=850) and took the view of correct a problem before I get an avalanche of emails about exactly the same thing. We also wouldn’t want to cut off people entirely from human contact, the nature of service in a university being what it is. Discussing a technical problem can lead to a “sale”, in other words.

If I recall, any email that went out would result in at least 20 emails with enquiries - so about 2.5% - not bad. I thought we were doing worse than that!
So 15% failures; 25% how?: 40% where?; and 20% sales. And that is of people who contact them.
Thanks

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