Crowd Sourcing Partnership Wins Accolades for Innovative Gig-Based Service Model Which Has Boosted Customer Experience While Reducing Costs by 35%
Limitless, the UK-based inventor of a SaaS platform offering AI and crowd sourced customer service solutions, has won ‘Best Innovation in Customer Engagement’ at the 2018 Engage Awards for its successful partnership with Daily Mail Group. The award comes hot on the heels of Limitless being named as a Rising Star at the Deloitte UK Technology Fast 50 programme.
Limitless’ on-demand customer support platform allows Daily Mail Group to source Crowd Service Ambassadors, who are loyal customers of its products and services, and leverage their product knowledge to provide world-class customer support. Ambassadors, who are gig-workers, enrol on Limitless’s Crowd Service app to answer customer queries, in exchange for cash rewards.
The programme launched in June 2017 and has since quadrupled in volume with Ambassadors handling over 1500 customer queries on a weekly basis. Ambassador numbers have grown three-fold and customer queries are answered in less than 10 minutes. Additionally, Customer Satisfaction has consistently been above 85%. This successful model has evolved to support a range of Daily Mail Group brands including:
- Mail Plus: The subscriptions wing of the business for its leading newspaper brands
- Mail Shop: the official marketplace for Daily Mail, offering a wide range of retail products
- MyMail: Daily Mail’s reward and loyalty programme in partnership with Nectar
Following its success, Daily Mail Group has since deployed Limitless Live Messenger, an asynchronous peer-to-peer messaging platform, on its various product websites. This allows website visitors to also connect directly with CrowdService Ambassadors. Daily Mail Group is now successfully deflecting over 35% of digital enquiries giving its core Customer Service team more time to focus on more complex queries.
Beverley McIntyre, Head of Customer Services, Daily Mail Group says, “As a multinational media conglomerate, our focus is on improving customer experience through intelligent use of data, technology and consumer know-how. Limitless’ gig-based customer service model fits in well with this vision of ours. Deploying Crowd Service has brought us closer to our customers, allowing us to reward them as Ambassadors for their loyalty and brand passion. Our Ambassadors answer customer queries within 10 minutes, which is an unparalleled response time in the industry. At the same time, we’ve been able to reduce our cost to serve by 35%, while driving up our Customer Satisfaction scores. Overall, a win-win situation for us!”
Rebecca Vanstone, Head of Commercial Operations, Limitless adds, “We ae delighted to share this award with Daily Mail Group who have been with us every step of the way in delivering a successful Crowd Service operation. Being a media company, Daily Mail Group operates in a competitive industry, and it is critical that they constantly innovate to keep pace with changing customer needs. Our Crowd Service model gives clients like Daily Mail Group access to on-demand and flexible talent to tackle planned and unplanned spikes in demand. This means they can now level out their resource planning and forecasting by allowing Ambassadors to absorb demand peaks, without placing any additional strain on their core Customer Services team. Securing this variable workforce mix allows Daily Mail to provide exemplary customer service at a significantly lower cost.”
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