Chat Pro
Smart Customers By Smart Technology
Werkspot, based in Amsterdam, is an online platform for matching customers to Service Professionals (SPs).
The Problem Waiting To Be Solved
In the current situation, a problem exists, customers feel misunderstood about the job that they want to get done. This is because they have an insufficient understanding of what information an SP needs to be able to make the ideal fix, therefore they cannot clearly communicate their problem to an SP.
Our Vision
The vision of Chat Pro is to create confidence that any job can be well-defined to get an ideal fix. It is important that service requests that are posted on Werkspot are of high quality which makes it easier for SPs and customers to communicate.
Here Comes The Strategy
To realise this vision customers will now be helped by breaking down the SR form into comprehensible questions and an expert to frame their situation. Below is the workflow customers will be taken through on Werkspot with Chat Pro.
chat pro work flow
Credit : Kornlayood
Agile Methodology & Scrum Framework
By using the agile methodology and scrum framework, our team built multiple iterations with lean experiments. The focus of this project is the value of the end-user, which are the customers, along with internal stakeholders, which are service professionals (SP) and Werkspot itself.
Smoke Screen Test
To get a better understanding of the scope, a test was created to research what type of work that an inspector will do, which could be assessing the situation, up to visualizing the end product.
In the smokescreen test, customers were sent an email offering an expert to come assess their situation at home. The final deliverable they would receive were concrete insights into their home situation which would help the customer communicate easily with an SP.
A Better Online
User Experience
Taking a look at the current Werkspot form there are few problems with the layout that could affect the way customers fill in the form. A problem that occurs in forms, in general, is that they’re too long, which makes it seem intimidating.
Current
Credit : Kornlayood
Value Capture
revenue
The revenue is based on the lead fee calculation of Werkspot and the number of service requests for which the lead fee will be paid yearly.
934
€
%
37
%
6
20.2
€
Estimated Order Value
The expected value of that job
Winrate
The chance a consumer select becomes a win
Takerate
The commission Werkspot takes for the service
Leadfee
The price the SP pays for the consumer select
Source of the formula : Werkspot
lead fee
For the break-even analysis below the estimated order value of €934 is used, which is the average order value at Werkspot. Winrate was calculated with a random percentage, the importance here is that 7% was added on top of it since onboarding results in this increase. The take-rate was based on an example of 5% which was increased by 1% based on that the take-rate can be increased if the win-rate increases.
What's Next ?
The strategic roadmap presented indicates the steps that Werkspot would need to take in the next 6 years. The idea of this roadmap is surrounded by the core of the future vision created for Werkspot, which is, to create confidence for customers that any job can be well defined to get an ideal fix.
strategic roadmap
Thinking Ahead :
Recommendations
recruiting experts
The first one could be elderly service professionals. Often these professionals reach a point they are not physically able anymore to do their profession, thus a group Werkspot could help with. Another option is training people to have enough knowledge to facilitate help. A third option could be a collaboration with schools for a craftsman.
pay rate
The recommended pay rate for an expert is €10/hour based on the current customer service pay rate in The Netherlands. The recommended pay rate for an assessor is €20/hour. This number is based on the current customer service pay rate in The Netherlands and a current pay rate for customer onboarding in Werkspot which is €30/hour.
fourth horizon
As a fourth horizon, we recognise an opportunity in developing the chatbot being able to understand voice commands. This would make posting an SR even easier since it doesn’t require any clicking or typing. It could also make the interaction for customer and SP alike more natural to their native flow (outside Werkspot).
winner jury award
Many Thanks to Kornlayood:
Max Kersten
Claudia Mui
Parastha Kaikittipoom