Proposal “Professional-Help-Desk-Services“ (Closed)Back

Title:Professional Help Desk Services
Owner:GlobalTech
Monthly amount: 365 DASH (126935 USD)
Completed payments: no payments occurred yet (3 month remaining)
Payment start/end: 2017-03-20 / 2017-06-18 (added on 2017-03-06)
Final voting deadline: in passed
Votes: 39 Yes / 710 No / 25 Abstain

Proposal description

Professional Customer Service
An essential component for any service oriented company is a customer service help desk.  In the crypto-space, there has so far been nothing comparable to the help desk services that are generally expected of a bank, software company, or similar service provider.  We propose to change that by offering professional level help desk services to current and prospective Dash users so that they may contact a customer service representative to receive prompt, professional, and personalized assistance.

Return on Investment
By including access to real human support, retention and adoption rates will increase, yielding a positive return on this investment.  How do we know customer service is ROI positive?  There's plenty of research to verify that claim, but the simplest way is to just look at how every large, successful corporation addresses customer service.  Banks, credit card companies, software companies, household appliance manufacturers, and even grocery stores all make it easy to contact someone in their service department.  They do this for the same reason any company spends money on anything: it's profitable.

User retention is a critical metric.  Dash is in the midst of surging usage and popularity, so this is a key moment to ensure that the new users who are evaluating Dash like what they see and choose to stick with it.  When a customer approaches a company for help, one of two outcomes can happen.  He can walk away frustrated and never return, or he can get the assistance he needed and remain a customer.  Our offer will dramatically raise the bar against competing services, it will fill a much needed requirement for any professional business operation, and most importantly it will be profitable.  As investors ourselves, we want to do everything we can to accelerate Dash's virtuous cycle of growth.

About Us – Global Tech Interactive, Inc.
We are a Panama registered corporation with offices throughout Central America.  Our bilingual staff have many years of training and experience providing professional telephone, e-mail, and live-chat services to some of the world's largest companies.  We have the expertise, infrastructure, scalability, and manpower already in place to deliver a service that will truly set Dash apart from other crypto-currencies and offer the credibility needed for Dash to compete head-to-head with traditional payment networks.

Proposal
We are proposing an initial three month contract that would include establishing a help desk portal for Dash users to submit support inquiries through a Web form along with 7-day per week staffing.  Inquiries will be handled promptly, processed manually by experienced customer service professionals, and responses returned to the customer by e-mail.

Sample Intro Video

Deadlines:
* Within 20 days of contract approval, an SSL-enabled help desk portal will be launched for users to submit support inquiries.
* Immediately following the launch of the portal, the help desk will be staffed with English speaking representatives to respond to all incoming inquiries, 7 days per week.
* Inquiries will receive responses within a maximum of 24 hours, although typical response times will generally be much faster.

Limitations:
* The scope of the inquiries our staff will be capable of answering directly will depend on the typical complexity of the issues.  We may be unable to service highly technical requests, such as questions pertaining to diagnosing Linux compiler errors or writing custom software.  In such cases, our goal is to direct the customer to published sources of additional information.
* We will never request passwords or private keys or perform any work that would depend on those data.
* We will not provide trading advice or recommendations, make any predictions regarding future currency price or viability as an investment, nor make any recommendations pertaining to a customer's personal financial planning.

Our Process:
We have extensive experience providing help desk services to a wide range of industries, and our training process is very effective in building systems to accomplish this.  We also recognize the high level of responsibility a company's customer service representatives have to provide accurate information and avoid any potential for incurring liability upon the company due to a customer service interaction.  We achieve this through a simple but rigid process that gives the representative very little discretion in the responses issued.  When an inquiry is received, we use what basically amounts to a flow chart of possible outcomes.  The outcomes are pre-written responses that result in a best match to the issue at hand, generally with links to references or additional information.  This ensures that every response issued is accurate, authorized, and properly conveys official company policy at all times.

From the experience our managers and staff already have with Bitcoin, we can anticipate the general nature of the type of inquiries we are likely to encounter. (e.g. Questions related to software installation, help creating/restoring backups, usage of particular features such as PrivateSend and InstantSend, etc.)  We expect to build the bulk of our responses from officially published documentation such as the Wiki.

Uncharted Territory:
We are not concerned about the potential scope of the inquiries we may receive.  However, what is presently unknown is the overall volume of inquiries, the average number of iterations per ticket, and their distribution across various topics.  Additionally, the very concept of working for a distributed autonomous organization is uncharted territory.  Having this usage data is important to us so that we can optimize our training process and staffing levels, and the unknowns of exactly how the relationship between our company and this new type of organization will develop leaves the potential for some degree of uncertainty.  Therefore, we would like to enter into this contract with the mutual understanding that there may be factors on both sides that no one can easily predict at this time.  We hope that by the end of this initial three month term that we will all have a much better view of the “unknown unknowns”.  In the meantime, we pledge to make our best effort to resolve and improve upon any potential issues that may be encountered along the way.

Additional Disclaimers:
Customer service is an art.  By its nature, it's a task that involves working with customers who may be entering the conversation with frustration and exhaustion due to an issue they've encountered.  There will always be certain inquiries that fall outside the scope of topics we are willing or able to address.  In such cases, our responses will at least make the best effort to point the customer in the right direction to where appropriate information can be found.  The answers and suggested solutions to particular issues that we do provide will be based on well established research and published documentation.  Regardless of the particular topic, and whether or not it falls within the scope of issues we can address, all interactions will be handled with the utmost professionalism and courtesy.

Links:
Although beyond the scope of this proposal, we would hope that prominent links to the help desk will eventually be added to the Dash web site and wallet software, making it easy and convenient for users to receive support.

Future Vision
Many of our managers and employees have been involved with crypto-currency since the early days of Bitcoin.  We all truly believe in the solutions Dash brings to the table, and we want to see it succeed as a globally accepted transactional currency.

By the conclusion of this contract, we will have collected enough data on staffing and training requirements to consider the possibility of expanding future proposals to include live-chat or telephone support.  Thinking long term, we would like to see Dash offer a level of service on par with, or higher than, any conventionally structured corporation.  With our expertise in customer service, we hope to help make that happen.

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Discussion: Should we fund this proposal?

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0 points,6 months ago
No links, no website... no vote
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0 points,6 months ago
Roberto Azar already has a project like this going. He has been gathering a group of volunteer Dashers to man the desks.
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0 points,6 months ago
Sounds much more like it. Not sure how its funded but im sure everyone would be happy to get funds into it.
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0 points,6 months ago
Just talked to Robert, it's going well. He is waiting for the pull request for the Dash site to add the chat software. He has a team of volunteers to answer questions. So sorry but this project proposal is a duplicate / 2 months too late :(
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2 points,6 months ago
It's too early to have a paid help desk. It's way too early to have a paid help desk this expensive.

Your demo video is broken... ???

You have demonstrated that the idea is a good one b/c other big companies have a help desk. I am utterly unconvinced by this argument.

So far, I have seen zero hard evidence of the size and caliber of your company. And even less evidence that your company has special qualifications and skills regarding crytp in general, and Dash in particular.

Assuming your proposal is funded (unlikely, but let's just assume) what very specific and objective method/criteria do you propose to evaluate your success at running a help desk?
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7 points,6 months ago
Not a real company, way too expensive, made outrageous and false claims about past successes and number of clients in our Dashnation Slack, doesn't even have a website, has an email at GMX and wrapped himself up in contradictions. Banned as scammer. Obvious NO!
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4 points,6 months ago
"Global Tech Interactive" doesn't even return any hits for an actual company on google, I have more google hits for my 5th grade English class award. Is there any evidence that your corporation actually exits. Former clients, incorporation paperwork, a physical office address, anything?
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4 points,6 months ago
LOL that dude is a fiverr actor :D Nice try buddy
https://www.fiverr.com/bookreviewstew/shoot-a-20-word-video-on-a-green-screen-for-your-website-product-or-service?context=advanced_search&context_type=auto&context_referrer=search_gigs&ref_ctx_id=b169af9b-bcef-44c1-84de-9c6dd041a754&pckg_id=1&pos=29&funnel=774c2687-260f-4715-b48f-c6954e3dd4ab
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-4 points,6 months ago
Yes, he does some very good work for a reasonable price.
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0 points,6 months ago
GlobalTech I think you are right
can i Skype you and work with you to make it happen !
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2 points,6 months ago
so you are professional helpdesk company and you don't have a website?
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0 points,6 months ago
I'm a solopreneur who got into Bitcoin in 2011. I just jumped into Dash last week and am almost fully up to speed. I have a kickass idea for dash tech support and I'll be writing my proposal and submitting it soon. Please watch for it! Here's my website www.davidsuggitt.com
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1 point,6 months ago
I am not convinced by this proposal. $17,000 per month is a lot, and although there is a sales pitch here there is none of the detail I would expect. What products will be supported, how many support staff, what is the SLA, details of staff training programme, working hours for worldwide coverage, languages, website, etc etc. We need a plan, not just throw money at someone.
Reply
-4 points,6 months ago
Hi Kevmate. Thanks for reviewing our proposal, and we appreciate your interest. I think most of your questions were addressed in the proposal above, but to summarize:

* Responses will be issued within 24 hours regardless of timezone.
* We won't know how many staff we will need to assign to this until we see the volume of inquires. It's just impossible to know how many inquires we'll get until we try it. Initially, we're going to assign 3 staff to this project. If it turns out that's not enough, we may need to submit a new proposal with an adjusted fee. If it turns out that's too many, we can low the fee.
* Responses will be English. Spanish may be an option for the future, but we're going to limit this to English with the current proposal.
* The web site will be a simple one-page site with nothing more than a submission form and that welcome video.

If there's more we can clarify, please let us know. Thanks!
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0 points,6 months ago
Thankyou for the reply, but I think I will stick with my no vote. I think a support service has merit, but I imagine it funded through internal staff building up over a period from small beginnings. Starting with a user friendly website.
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0 points,6 months ago
Even if you were a decent company you would have to understand alot about the product and create guidelines for your team members which I do not wish to see outsorced since the people should be motivated dashers. I do agree dash needs this and the POS which there were no more updates about, but I would be thrilled if I coud create or join a team for customer support. Also start getting some Dash marketing in shopping malls, wth hardware walets for sale to explain product. then move on to merchants thats why the POS should be a priority right now but only 2 people working on it....
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0 points,6 months ago
This will need to be split in to multiple proposals, and certainly not needed until evo comes out. Do a call or chat with @babygiraffe and be public about everything (will need to reduce cost by a lot to start). Evo is meant to be so simple your mother can use it.

Going to be no for now until this is cheaper, well planned, benefits those who need help with dash, and is feasible.
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0 points,6 months ago
I dont see any company details, you have a website? Anywhere we can put some names to a commercial company? This is a big fat NO from me.
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0 points,6 months ago
$17000 * 3 = $51000 for three months support - that must be a joke. I offer the same service for free for many ... apart from that there is Telegram, Slack, Reddit, the DASH forum, ...
A clear 'NO'
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0 points,6 months ago
Hi, everybody. We're cross-posting this proposal on the Dash.org
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-4 points,6 months ago
Hi, everybody. We're cross-posting this proposal on the Dash.org Forums as well. We'll be checking both sites to answer any questions you may have.
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