Volkswagen Group Sweden has been using ComAround’s web-based self-service feature for more than a year now as a step before first line support. This is known as zero level support. The biggest challenge involves changing the behaviour of users.
Volkswagen Group Sweden is the country’s biggest importer of cars and is a wholly owned subsidiary of Volkswagen AG, the biggest car manufacturer in Europe. The company markets Volkswagen cars, VW commercial vehicles, Skoda, Seat and Audi.
zero level support at Volkswagen Group Sweden currently helps around 700 users at head office in Sweden, the warehouse and customer such as Eurocard and airports.
- I view zero level support as a huge FAQ which makes life easier for our first line support and allows users to find their own answers,” says Mats Dragon, Service & Support Manager at Volkswagen Group Sweden. Our intention is for users to get help from our online support service in the first instance.
Volkswagen Group Sweden has previously provided information and guides on its Intranet and Extranet. Mats Dragon is of the opinion that it is important to produce a strategy concerning what information should be available from zero level support and the Intranet/Extranet.
- We chose ComAround so that we did not have to construct our own FAQs, so that we could apply simple searches and so that we could use free guides on packages such as Office that we would not have to maintain ourselves. We also produce our own guides using the tools, but these require maintenance. It is important to listen to users when they indicate what they need.
The IT department is made up of 30 people: seven of them work on the Service Desk, which handles first and second line support, and people who deal with authorisation issues.
- The IT department should not bear responsibility for all zero level support, according to Mats Dragon. The idea is for the business operations to take responsibility for the issues relating to this field. We are taking small steps forwards.
Volkswagen Group Sweden has recently launched ComAround’s latest of its web-based self-service feature, known as ComAround Zero™. Getting the new service up and running is one of the challenges which the company faces at present.
- “The biggest challenge we have faced since we brought in zero level support involves changing the behaviour of users, persuading them to want to take a look at zero level support,” reckons Mats Dragon.
This blog article is based on an interview with Mats Dragon, IT Service & Support Manager at Volkswagen Group Sweden.
We would like to know all about your experiences of zero level support and web-based self-service. There is also a discussion thread on LinkedIn.
Need help with your android? Click here for free guides!
SwiftKey 3 is a perfect app for anyone who types a lot with their phone. What the app does is to both suggest the words that best fit in the context and correct your spelling. After just a couple of letters it can often show a list of the words to prompt you to say exactly what you want to. What it does is to analyse word-usage patterns in all your text messages in order to find those word compositions and words you frequently use. You can also choose to analyse all your chats from Facebook and Twitter. I’ve been using SwiftKey 3 for several months now and don’t understand how I ever put up with writing before! It takes a short time to familiarise oneself but then it works really well.
One cool feature is that one is able to check how many key inputs one has ‘saved’ thanks to the app.
One of the few things I am somewhat negative about where Android is concerned is their web browser. As luck would have it there is Chrome, a must have for your Android phone!
Send messages free of charge via the Internet. This is a really smart way of exchanging messages with people who don’t live in the same country as you. WhatsApp is available for all the leading smartphone brands and it’s plain sailing to send messages between the phones of the different smartphone makers.
If you’re like me and think that the auto brightness function for Android is rather poor then I can warmly recommend Lux Auto Brightness. Not only does it have more precision in adjusting the screen’s brightness to the ambient lighting it is also possible to select the brightness level desired for different situations. If you are subject to a particular lighting, let us say at home in your living room, and happen to think that the screen brightness is insufficient/excessive, you can then change it to the level you wish and the app will remember this for all situations where the same lighting applies.
This is a good app if you wish to hide pictures and videos. There are also plug-ins that enable you to keep your messaging and phone calls private and to conceal your surfing from prying eyes.
Should you wish to transfer files wirelessly between computer and phone then it’s AirDroid you should download. Easy set-up and relatively fast file transfer.
Pocket is the app for those of you who find it hard to keep track of your passwords, log-in details and other confidential data. You create a ‘pocket’ with a master password where you can hide everything from bank account numbers to credit card details and doctor’s prescriptions – indeed for anything you think fit.
Social networking meets GPS. This is a dead on target app for the motorist which is updated in real time where users are enabled to warn one other about speed traps, temporary difficulties on their route and such like. Loaded with a large number of clever functions, this is quite clearly a must if you drive a lot. It only works for motor vehicles however.
With Call Blocker you can block incoming phone calls and text messages from the numbers you specify. You can also back up your contact list and hide your phone calls and text messages. There is also a set of other functions that guard your privacy.
Minimalistic Text is a perfect app for creating customised, minimalistic widgets that display time, date, battery and weather information.
Need help with your android? Click here for free guides!
Crowdfunding websites are platforms where creators can lay out their project, enterprise or idea in order to seek financing from many contributors. The service provides a payment solution and there is frequently a template for what you can highlight in order to communicate in the best possible way. Here I take the opportunity to list six major crowdfunding websites.
Link to each site
Kickstarter is the largest and best known crowdfunding platform. The website’s accent is on art and the media.
Kickstarter retains 5% of the financed amount where the money has come in before the project’s end. In addition, Amazon (which offers the payment solution) charges a transaction fee of 3.5%. A US bank account is required to start a project here.
Originally, Indiegogo focused on film projects. Currently there is a variety of creative projects here, including charity projects. “Indie” is an abbreviation of the term “independence” in this context.
Indiegogo retains 4% from each project and 3% as the fee for card payments as well as $25 for those campaigns from outside the USA.
3. Sellaband.com and Pledgemusic.com
Sellaband is focused on music and helping musicians to raise funds. You also have freedom for unlimited collaboration, at the same time, with record companies, management companies or publicists. A similar crowdfunding website is Pledgemusic.
For both Sellaband and Pledgemusic the fee is 15% of all the money you have raised.
The website focuses on raising money primarily for charity causes. Money is collected for animal protection, art, culture, illnesses, education and religion. You can also raise money for yourself e.g. for birthdays, weddings and so on.
To calculate the size of the fee for starting a crowdfunding project can be complicated. The fee for fundraising is 4.95% of the collected money, but there is also a transaction fee though it is difficult to know how much this is. For nonprofit organisations, you are able to choose from a selection of account types ranging from free of charge up to $199 payable as monthly fee.
Crowdfunder is especially focused on startups and small enterprises. The company sells “equity stock, debt and income based on securities to investors on the Internet”, which means that only entrepreneurs with solid business plans are accepted.
You only pay fees if you reach your crowdfunding goals. If a campaign succeeds, Crowdfunder receives 5% and Amazon Payments 2.9% together with a transaction fee of $0.30.
The purpose is to support small businesses in their own neighbourhoods. Lucky Ant focuses on a single project which will help these companies to grow. It may relate to new equipment, brand development, advertising campaigns, new personnel and even repairs. Each crowdfunding project has seven days to achieve its objective.
If the financing has reached the target set, Lucky Ant will charge a commission. The fee covers hosting of the project, credit card transaction fees and marketing. The size of the commission, however, is not clear from the website.
You are welcome to read also the previously published articles in this article series.
PART 1 – What is crowdfunding?
PART 2 – 6 reasons why people contribute to crowdfunding projects
PART 3 – 6 reasons for starting a project with the aid of crowdfunding
PART 4 – 11 tips on how to achieve success with your crowdfunding project
Many thanks for reading the article!
You are welcome to comment if you use any of these crowdfunding websites or happen to know of any others.
Just bought a new Smartphone or iPad? Visit ComAround Free and find help for e.g. HTC, Android, iPhone and iPad
@ThessanW, Therese Walve
Online Marketing Manager, ComAround
Sony’s next flagship is waiting just around the corner. The Xperia Z will be retailing in a month or two and expectations are high, not least mine.
Dimensions are 139 x 71 x 7.99 mm and it has a 5 inch screen with a resolution of 1080 x 1920 pixels. The phone weight will be 146 grams and it is water-resistant up to a depth of 1 m for up to 30 minutes.
The phone has a microSD card slot (up to 32 GB) and an internal memory of 16 GB with 2 GB RAM compared to its predecessor (Xperia V) which only had half the Xperia Z’s RAM and internal storage.
The camera has just over 13 MP which is much like its predecessor but they have added an Exmor RS image sensor so you can take photos and videos in HDR.
Do you have an Xperia X10 check out our android guides in ComAround Free. You can also find guides for samsung galaxy and iphone.