Volkswagen – tips and challenges relating to zero level support

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.

Volkswagengroup

image borrowed from volkswagengroup.se.

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.

Mats Dragon

Mats Dragon

- 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.

Related links:

White paper – Seven steps for success with zero level support
Introducing zero level support
Blog article – zero level support – an introduction and guide



10 apps you should have on your Android

Need help with your android? Click here for free guides!

Image SwiftKey 3

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.

Image Chrome

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!

Image WhatsApp
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.

Image Lux Auto Brightness

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.

Image Hide It Pro

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.

Image AirDroid

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.

Image Pocket

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.

Image Waze

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.

Image Call Blocker

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.

Image Minimalistic Text

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!


PART 5 – 6 crowdfunding websites that market your project

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

1.     Kickstarter.com

kickstarter

Scope

Kickstarter is the largest and best known crowdfunding platform. The website’s accent is on art and the media.

Fee

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.

2.     Indiegogo.com

indiegogo

Scope

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.

Fee

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 pledgemusic

Scope

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.

Fee

For both Sellaband and Pledgemusic the fee is 15% of all the money you have raised.

4.     Crowdrise.com

crowdrise.com

Scope

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.

Fee

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.

5.     Crowdfunder

crowdfunder

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.

Fee

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.

6.     Luckyant.com

luckyant

Area

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.

Fee

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
www.comaround.se


PART 4 – 11 tips on how to achieve success with your crowdfunding project

Have you thought about starting a crowdfunding project? Here are tips on how you become successful. This blog article is part of a series of five blog articles.

1.     Produce a plan

As normal when you start a project, campaign or enterprise, it is essential to have good planning and to establish the objective and purpose, target groups, strategy, budget and resources. Decide how much money you need to procure via crowdfunding.

2.     Break down a larger project

To collect large sums of money takes too long and people are unlikely to see the point or have the energy to back the project.  People want to feel their contribution makes a difference and that the project really comes to fruition. There is a better chance of reaching your financing goal if you break down the project into smaller and more manageable elements.

3.     Find an angle on the project that engages many people

Find an angle on the project that you believe that many people can relate to and that helps to persuade people that it is worth backing.  Preferably a subject or theme that already has groups or communities tied to it and that also has a presence on the Internet.

4.     Recruit ambassadors

Where a crowdfunding project is concerned, it is especially important to find a specific segment in your target group that you believe can create a sense of involvement amongst others, so-called ambassadors. These ambassadors may be found, for example, within a specific geographical area, have a certain interest/hobby, value, religious outlook etc.  The fact that the target group perceives that they are making an investment may also create a sense of engagement.  Involve these ambassadors; they will thus surely forward the message to their friends and acquaintances, so-called viral marketing. Also involve your own friends and acquaintances.

5.     Develop a captivating pitch and other content

There are many competing crowdfunding projects. Develop a pitch that captivates and involves the reader. We are all attracted to and inspired by stories i.e. storytelling. Don’t be shy about highlighting yourself; often people find it easier to back individuals than the project itself. Feel free to state how the idea arose, why it is important, the benefits it brings and for whom. Develop other content with descriptive texts and images. A video is frequently a good method of attracting attention to your project and for achieving viral diffusion.

6.     State clearly how the money shall be used

Regardless of how interesting the idea and project you have, most people wish to know exactly where the money goes that they give. Select something in your project which you think creates special interest in attracting donors. Describe in detail and clearly what the money shall go to and what the costs are. This will create credibility and confidence.

7.     Entice with a reward

For those who see themselves as investors, you should attract their interest by showing what they stand to gain from your project. There may also be other benefits such as a free product, profile articles or discounts. A concrete example is that they will be invited to the premiere or your project launch. Use your creativity and fantasy. But you don’t always need to offer a reward. Often the target groups can be sufficiently moved by the subject or theme itself, the idea or product which has a value in itself or they feel strongly committed to lend their support. Read about more reasons why people contribute to crowdfunding projects.

8.     Choose right crowdfunding website

There are many websites to choose between in the process of being able to start up your crowdfunding project. There are websites for different types of project, ranging from websites that relate to film projects to starting a new enterprise. To choose the right website may make the difference in having a successful project or not.  You need to find a crowdfunding website that suits your target group.

9.     Spread via social networks, your own website, other marketing sites and via PR

Not everyone in your target group is familiar with crowdfunding nor are they to be found in such places. You therefore need to utilise your social networks, create your own website and contact the media in order to inform about your project. Make it easy for your target group to forward the message to others to back the project, e.g. through “forward” or “share with” facilities.  See also the bloggers as your best friends. Focus on getting popular bloggers who have the same readership circle as your target group to write about your project.

10.  Be flexible and make changes as you go along

Even if you have developed a good plan, crowdfunding is not predictable. This is one of the reasons why it is so exciting to work with crowdfunding. Your donors will offer valuable feedback during the progress of the project and it is vital to have the impetus and be bold enough to make changes.

11.  Build up with new details and arguments

Most financing projects are carried on for between one and three months. Most raise the money at the start of the project and at the end. Through communicating new and interesting details on the project during the fund-raising period you can flatten out the curve. Be prepared to plan in advance which novelties and information you intend to build on.

You are welcome to read the last part (part 5) in this article series on crowdfunding – 6 crowdfunding-websites that market your project

You are also welcome to read the previously published articles.
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 help of crowdfunding

Have you just purchase a new Smartphone or iPad? Visit ComAround Free and find help for e.g. HTC, Android, iPhone and iPad

Many thanks for reading the article!

Feel free to comment on the article. Say if you have any useful tips and experience concerning how to make crowdfunding succeed.

@ThessanW, Therese Walve
Online Marketing Manager, ComAround
www.comaround.se


The Xperia Z – Sony’s latest smartphone

Xperia Z black smartphone

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.

Source: http://www.sonymobile.com/se/products/phones/xperia-z/


PART 3 – 6 reasons for starting a project with the help of crowdfunding

Crowdfunding is a method of financing projects, ideas, enterprises through turning to many small financiers for support or donations, frequently via special crowdfunding websites. There are many advantages in starting a project with crowdfunding. Here I list six reasons, apart from procuring financing for the project, why it is worth starting a crowdfunding project.

1.      Projects seen as impossible can be started

The obvious answer is that with crowdfunding you can procure financing for a project, idea or enterprise. A further reason is that it enables one to start a project that otherwise would be impossible to implement given that sources of traditional finance are lacking. Instead, with crowdfunding, you have the chance of bringing in money on the basis of the principle that “many small brooks make a big river”.

2.      Creates commitment

When people are involved and bankroll a project they tend to become extra committed. They are keen to know more and follow developments during the progress of the project.

3.     You acquire ambassadors who give publicity

Via crowdfunding you gain support amongst your donors who are ready to talk about projects within their networks; this can mean that it goes viral and attracts publicity to your project.

4.     You obtain valuable feedback

Given that at an early stage you start to communicate your idea with the project’s future target group, you acquire early feedback as to whether your idea will actually take off as well as tips on improvements. Even those launching projects that do not become super viral or achieve enormous success usually think they have acquired valuable feedback and have learned something about themselves, their projects and their market.

5.     Creates long-term relationships

Through crowdfunding, you directly reach your target group and build relations that last a long time. This strengthens your project and impels you in the right direction.

6.     Increases the chances of obtaining traditional financing

By building up a “crowd” around your idea you can also show the major financing providers that a high level of interest already exists amongst target groups; thereby you increase the chances of also attracting the traditional providers of finance.

You are welcome to read part 4 in this article series on crowdfunding -11 tips on how to achieve success with your crowdfunding project.

You are welcome to read also the previously published articles.
PART 1 – What is crowdfunding?
PART 2 – 6 reasons why people contribute to crowdfunding projects.

Have you just purchase a new Smartphone or iPad? Visit ComAround Free and find help for e.g. HTC, Android, iPhone and iPad

Many thanks for reading the article!

You are welcome to comment on the article and report on your own experiences concerning crowdfunding.

@ThessanW, Therese Walve
Online Marketing Manager, ComAround
www.comaround.se


PART 2 – 6 reasons why people contribute to crowdfunding projects

The crowdfunding phenomenon has been around for a long time. One example is when the Statue of Liberty was built and countless small contributors came together to accomplish this amazing task. The difference today is that we utilise the worldwide web, above all via social media and globalisation, in order to reach ever more people. There are several different reasons why people contribute with money to a project, idea or enterprise.

1.     To make an investment

Certain people who contribute to crowdfunding projects wish to have something in return. This may be actual money they can earn on the project or enterprise. It may also relate to obtaining a product, service, discount or something else of value.

2.     A feeling of making a difference

Another category is those who want to make the world a better place and to feel they are making a difference. This may be in terms of charity, emergency aid, promoting a political or religious interest etc.

3.     Being part of something significant

Certain people wish to feel they are participating in something greater than themselves and that they have been involved in and shaped something they believe to be important. There is a high degree of involvement and pride in contributing to a number of different projects, even if only small sums of money are given.  As aid donor you will come closer to the person or project you are supporting, even become a part of it.  If you support an art project, for example, you get closer to the work of art and achieve direct communication with the artist concerned.

4.     Be part of a cool story

Others wish to be where they think the next great hype is being created or where they consider there is some idea it would be fun to be part of. In this way they can feel they are participants and also have something interesting and fun to tell others; that they were present from the start and they were right in thinking that it would be something really wonderful.

5.     To contribute to something which is lacking at present

There are also people who see the need for something that they are keen should exist. This may, for example, be a product that is lacking on the market or a film that they would like to see.

6.     To support their nearest and dearest

Common contributors are family, friends, colleagues and acquaintances who wish to support a project in order to help persons they know in order to enable them to achieve their dreams. In this category of donor are also to be found fans who wish to help their idols.

You are welcome to read part 3 in this article series – 6 reasons to start a project with the aid of crowdfunding.

Here you find part 1 – What is crowdfunding?

Many thanks for reading the article!

@ThessanW, Therese Walve
Online Marketing Manager, ComAround
www.comaround.se