The Web Marketing Association recently announced the Cisco Support Community’s technical support iPhone/iPad application as the winner of their 2012 Best Advocacy Mobile Application Award. The app was recognized for its ease of use, breadth of features and intuitive design. What was so eye-catching about this app? Before I go into further detail about the entry, here are some customer testimonials that speak for themselves:
“Just downloaded the app and it is swanky!! It’s already helping me in an outage tonight… It beats running across the data-center to where my laptop has to charge!” –Brett Lykins, Network Administrator, Rockingham Memorial Hospital
“It’s a great app. I like the functionality and the fact that I can post and reply on the go. Thanks to all who made this possible.” –Rajiv Dasmohapatra, Customer Support Engineer, Wipro
The Support Community team saw the rise of mobile influence in addition to the increasing need of making it as convenient as possible when providing support to customers – namely, providing it where customers are “located” even as they are “on the road” for their everyday work. The key winning idea behind this mobile app was to leverage mobile technology and offer smartphone users with Cisco solutions anytime, anywhere.
The mobile app delivers the core capabilities of their online support communities to iPhone, iPad and Android users globally. App functionalities enable users to not only post troubleshooting questions and view answers on forum discussions but also share their technical insights with others. It also offers users the ability to stay updated with the latest Cisco technologies and news via videos, podcasts, and feeds. What’s more, the mobile app makes it fun to interact with other customers and support professionals while participating in messaging, leaderboards and community profiles.
The team estimates that the mobile community support is estimated to drive $4-5M in annual cost savings for Cisco through case deflection. Since the iPhone and iPad apps’ launches in January 2011 and July 2011, respectively, and the Android version in April 2012, mobile users account for 4% of entire community contributions, and this share is steadily growing.