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Empowering Users: Cost-Effective Smartphone Support Strategy

This project focuses on reducing customer support costs for Smartphone users while maintaining service quality. The recommendation is to incentivize users to provide support to fellow users, creating a support community that benefits from user expertise. Possible challenges include the perception of service responsibility relinquishment, incorrect advice, and risks of malicious use or data exposure. However, by encouraging user participation, brand loyalty can be strengthened, leading to reduced reliance on employed CSR support and cost savings. Additionally, leveraging PR opportunities, increasing self-service channel use, and fostering user interconnectedness are key benefits.

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Empowering Users: Cost-Effective Smartphone Support Strategy

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  1. User Based Tech Support Students : XXX, YYY (University) Mentor: XXX (University/ Amdocs) Supervisor: XXX (Amdocs) Hanoch Sapoznikov Lead of Worldwide Academic Relations 30 Oct 2011 October 2011

  2. Challenge Statement • How can we reduce the cost of customer support for Smartphone users, without adversely affecting service quality?

  3. Recommendation • Our recommendation is to reward and incentivize our customers/users to provide relevant and quality support/advice to fellow customers/users

  4. Perception by customers that we are relinquishing service responsibility Incorrect/incomplete advice by users Potential for malicious use / abuse Loss of control Exposure of commercially sensitive information to unauthorized viewers Risks

  5. Support community with high participation individuals created, strengthening brand loyalty and user interconnectedness Reduction of support requests to employed CSRs (Customer Service Representatives) leading to reduced cost of support Potentials for PR leverage Increase use of self service channels instead of reliance on support centers, leading to reduced cost of support Benefits

  6. Marketing researcher IT researcher HR researcher Legal researcher Design evaluator Resources

  7. Tracking

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