Pokemon Go has taken the world by storm. The augmented reality game has gotten kids and adults of all ages to up and out of the house since playing requires users to run around town finding and catching Pokemon creatures in the real world, earning points along the way.
When someone who has downloaded the mobile game is near a Pokemon, their smartphone will vibrate. To play, the user then aims their smartphone at the creature which they can see only through their screen, and then throws a Pokeball to catch it. And the challenge of playing is amplified since the Pokemon can run away from the user. Ultimately, the goal of the game is to “catch ‘em all.”
So what can companies that provide service learn from Pokemon Go’s wild success?
#1 – Create a Buzz and Get People Talking About Your Service
Though Pokemon Go’s release seemed to come out of nowhere, much had been said in the news and tech world about the game, building up anticipation for the release. From the fact that it is a departure from Nintendo’s usual game lineup to its use of augmented reality, there were various stories running on sites in the weeks leading up to its release. Then this got people talking, and when the game was released people immediately began posting on social media about how much fun they were having playing it, and more people hurried to the app store to download it.
Although customers are more likely to tell more people about a negative service experience, providing a positive service experience will lead to more customer referrals and leads. If you provide innovative service, there’s a good chance that when the customer or someone they knows has a similar problem they need help with, they will turn to your business first. Service excellence and service innovation are unique in today’s marketplace. So get your customers excited, engaged, and talking about your brand.
#2 – Mobility is Extremely Attractive
Although most video games generally involve sitting in front of a screen, be it a TV, computer, or mobile device screen, Pokemon Go takes the phrase “mobile game,” and makes it quite literally mobile. Players must physically move around a city with their phones to play the game. Nintendo departed from its traditional releases on its own hardware platforms to develop this game for mobile.
Like Pokemon Go, customer service should no longer be a static interaction that only happens over the phone or in front of a computer screen. Having a service crowd to dispatch to customers, while also giving customers the ability to request service while out and about via mobile app, is service innovation at its finest.
#3 – Use New Technology Such As AR For Your Framework
One of the smartest things Nintendo did with Pokemon Go was to use a new, and much-talked about technology as the framework for the game. People have been calling virtual reality and augmented reality the “next big thing” set to revolutionize all kinds of industries for awhile now. However, although people have heard of the Oculus Rift virtual reality headset that lets users play VR games and watch content, not many have actually purchased one. On the other hand, playing Pokemon Go has introduced over 15 million users in the U.S. alone to augmented reality. Nintendo has capitalized on the newness and curiosity about the technology to their advantage.
At Mila, we use AI to help determine where our service crowd should be, and to know how many crowd members to have ready who can help provide resolutions to service calls in various areas. By using this new technology 615-544-8646 , service innovation is only a click away, since we can anticipate when and where there will be a large number of service requests.
#4 – Give Service Reps a Gamification Goal
Clearly, people love playing games. And once they start playing they want to win. Capitalize on people’s obsessive nature when it comes to games, by investing in some gamification methods to your techs more excited to deliver service. Whether it’s through badges or prizes, gamification is a type of service innovation that incentivizes your service reps to not only help a higher number of customers, but provide better, more successful service.
#5 – See Service Opportunities Around Every Corner
With Pokemon Go, there are monsters around nearly every corner. This is part of the reason a few players have gotten into some safety troubles ranging from the dangerous (walking off cliffs or into oncoming traffic) to the absurd (finding dead bodies). It’s also the thing that keeps players engaged. They never know when a new character will pop up.
Since Mila uses AI to anticipate where service requests will appear, we’re ready for every service opportunities, and to provide the right techs, at the right time, and in the right place. The key to service innovations is having a solution in place to be able to provide service no matter where it is needed. Even if requests are dispersed throughout a city or all over the country, AI-configured crowdsourced service means someone will be there to help.
#6 – Appeal to Nostalgia
Pokemon Go is a re-envisioning of a classic game, taking something old and remaking it for modern times with new technology. Because many people were already familiar with the Pokemon brand, they were more eager and more comfortable with downloading the new game.
Many types of customer service options have existed over the years, but maybe looking at the old solutions, and finding new and innovative ways to repurpose them for modern-day service is something you should consider doing. Perhaps using crowd service as a new of dispatching techs or finding more workers at peak request times. Or maybe instead of offering your customers a call back on their cell phones, why not send them a message on a messaging app instead? Thanks to rapidly changing technology, there are plenty of ways to take old methods of doing things, and make them new again.
#7 – Take Risks For Service Innovation
Don’t be afraid to take big leaps. Previously, Nintendo had focused on releasing games that could be played on their own platform consoles, such as the Nintendo Wii or Nintendos NES, that consumers would have to purchase in order to play. But given a changing marketplace and consumer’s desires for mobility, they had a change of heart and began developing Pokemon Go for all mobile devices.
Even though you may have sworn to never offer a certain type of service, innovation means taking risks. Pivoting to a new direction can bring rewards and more customers or let former customers rediscover your brand. Nintendo found this out through seeing their stocks shoot up 25%, the value of the company skyrocketing to $11B, and the app being downloaded over 15 millions times since being released only two weeks ago. What business wouldn’t want to boast those kind of stats for the service they provide?