Customer Service per SMS
Customer Service per SMS is an extension of the Survey per SMS system. It allows members of public to rate individual service levels on a 5 point scale. Service ratings are registered using widely accepted SMS (Text) based technology. The management information system allows subscribers to easily view service rating statistics using graphically rich graphs and also ensures that they are always in touch no matter where they are. Customer Service per SMS also provides an advanced control panel summarising all service related data on one page. The following graphs are available.
- Service Average Rating
- Service Summary Reports
- Service Summary Reports (Pie)
- Service Monthly Summary
- Service Average Monthly
- Service Branches/Sections Summary
- Service Branches/Sections Average
- Service Employee Summary
- Service Employee Average
- Service Time Breakdown
- SMS Profit
A major advantage of Customer Service per SMS is that no additional administration is needed to register the ratings. The system is completely automated ensuring immediate data/statistics availability and hence saving administrative costs. Advanced software allows subscribers to immediately be notified via SMS/Email of a specific rating (which they can specify on their account).
Members of public are encouraged to make use of this service with monthly prizes being sponsored. A revenue share model has also been developed allowing companies to not only receive valuable data and increase service levels, but also to share in the revenue being made on the premium rated number. This results in an extremely low cost service which has the potential to produce an additional profit.
How does it work? |
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- Employee wears a service tag displaying unique code (See service tag to the left) . This itself can already bring about the desired behavioural changes!
- Customer reads instructions (or employee explains process) on how to rate the service
- Customer rates the service by sending a SMS (Text) to the specified nr & is automatically entered into the competition draw (Your company receives a percentage of the Premium Rated Number revenue)
- The rating is automatically registered on the server
- The customer immediately receives a SMS (Text) notification indicating that the rating has been registered and that he/she has been successfully entered into the competition draw. (You can customise this message depending on the rating received)
- The store manager can receive an immediate notification of the rating that has been registered including employee details. (Email/SMS notifications can be specified on the branch account)
- The manager logs into his account using an unique username and password to view all service related data
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Pilot Project |
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We performed a pilot project at 4 Vodashop's in South Africa from the 21st of August 2006 to the 21st of September 2006 . During this period we received 224 service reports in total (using only word of mouth) without creating any additional administration.
Feedback from the Employees
- Employees were positive about the initiative and believed that it could increase service levels.
- They felt that branch managers would now be able to see how good their customer service really is.
- Employees suggested that an incentive (such as a monthly cash prize) should be awarded to the best employee(s).
- Branch managers should on a weekly/daily basis monitor service reports and share the results with the employees.
- Employees should have daily/weekly/monthly service report targets (similar to sales targets) which should be met in order to qualify for the “Best National Employee of the Month” competition.
- This will result in Employees constantly telling the customers about the initiative which automatically leads to increased service levels (knowing that they might be reported on).
Pilot Project Results
- The pilot project has proven that it's possible to receive 5 service reports per employee per day and 18 service reports per branch per day using only word of mouth.
- In order to ensure that service reports are received & service levels are increased, branch managers need to monitor the online account on a daily/weekly basis and have a word with employees not receiving the required number of reports.
- By ensuring that employees are telling the customers about the concept & receiving service reports, service levels are automatically increased as they know that they are, or might be, reported on with the manager having easy access to their data.
- Customers are willing to pay R2.00 to register a service report, believe that it can help to increase service levels, find it easy to understand & use, like the idea of rating service via SMS & prefer it above any other channel of service reporting.
- If a customer is aware of the fact that they can rate service via SMS they'll most likely do it. It's therefore very important that the employee convey the message to the customer thereby also showcasing your commitment towards customer service excellence.
- Marketing channels, which will assist with creating customer awareness & ensuring usage, should be explored. Various companies are currently showing interest to get involved.
- Incentivising employees might be the best motivation to receive the required number of service reports.
- High service level averages could be shared with the public which in turn could result in new customers.
- It's possible to increase service levels and show customers your commitment towards customer service excellence without creating additional administration. The pilot project has also proven that companies can make an additional profit from this concept due to the Premium rated number. Profits in turn could be used to incentivise high performing staff members.
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Customer Survey |
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| During the Pilot project we also performed a Customer Survey. Please find the results below! |
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Benefits |
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- Increased service levels, attitudinal improvements, customer satisfaction & customer appreciation for commitment towards customer service excellence. (Proven during the Pilot project)
- Low cost, easy and effective medium for customers to report service, including usage assurance due to the automatic competition registration.
- First and only concept of its kind worldwide (able to track service data on an individual level) – We have a Patent pending and Copyright.
- An advanced online Management Information System (MIS) to track service related data on a real time basis. Includes SQL filtering with data being represented by 11 advanced dynamic flash driven graphs complete with zoom in functionality to ensure ease of use.
- Online user accounts (Head office account and Branch level accounts)
- Automated Branch manager notifications via SMS & Email to immediately rectify Poor service ratings.
- No administration – The whole process is completely automated resulting in cost savings.
- Revenue share on every SMS received resulting in very low monthly service fees. (Possibly even additional profit)
- Free hosting of the system & data.
- Free account registrations.
- Free systems training.
- Free bandwidth usage.
- Free System Maintenance & upgrades. New versions will be released at no additional cost.
- Free Systems Support.
- New and exciting opportunities for marketing campaigns showcasing your commitment towards customer service excellence.
- Customer retention & new customers due to customer service excellence which ultimately results in increases in revenue.
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