A common topic at business
meetings is smartphones and cellular service, often with a new owner
attempting to show the features of the latest phone.
Whether the phone is
Android, iPhone, Windows, or Blackberry, the on-board features and
upgrades - along with the extensive collection of apps - make this
hand-held device the user's portal to the internet, email, text
messaging, navigation, or finding deals and restaurants.
The carriers sell time on
the cellular network and provide help for some of the basic phone
features – such as setting up voicemail - but are not much help
with complex questions or undocumented features. Republic Wireless is
has created a powerful structure by setting up a community
to discuss and solve the complex questions raised by users.
A beginning trend for
smartphones is to use wifi when available for voice, data, &
text, and use cellular at other times. The cellular signal has a
much smaller bit rate and around home and work, the user spends 80%
of the time on the faster wifi.
Republic Wireless is
capitalizing on wifi/cellular service – they encourage and support
a community for excellent user support (better then carrier 'customer
service' reps), no lock-in contracts, and unlimited voice, data,
and text for a flat rate of $19.95 per month.
Once you buy your phone
(with the switching software installed), at activation you are
invited to join the user community and contribute to forums on
discoveries, problem & resolutions, and suggestions for new
features, all raised and answered by users.
Republic is using game
theory to encourage participation in the forums by users, awarding
points for solutions to problems and discovery of undocumented
features. Republic staff participate in the forums as well to
validate user solutions, cheer on the discovery of undocumented
applications of phone features.
The knowledgebase is an
extensive and growing collection of tips, techniques, and answers
asked by users and answered by users and staff. The response to user
questions is very quick – often within hours.
With this intimate and
continuing conversation with other users, the customer gets a flood
of referral prospects. The company receives intensive feedback about
service and hardware, as well as thoughtful suggestions for
improvements. The company communicates with their customers through
the forums and users can communicate with each other and develop a
road map for future versions of the service, operating system and new
business areas.
This innovative
collaboration of Republic staff, users, and others creates a
rich, functional environment and gives all stakeholders role in a
highly responsive process for solving immediate problems and
developing future improvements. Their active community setting is not
only more effective than other approaches, the savings are evident in
the cost of service.
Imagine inviting the users
to participate in the discussion, solutions, and development of a
communication system – a true breakthrough!
Know of another
innovative breakthrough? Please share.
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