Chintan Shah

Vice President, Data Science, Analytics and Machine Learning

Recent Posts

Designing Bots for Faster Customer Service

Posted by Chintan Shah on Jan 12, 2021 1:32:20 PM

Here at HYLA Mobile, an Assurant company, we offer a white-labeled customer service function for our trade-in services. In other words, if a customer contacts one of our customers (carrier, retailer, OEM) with a question about the phone they just traded in, that question gets seamlessly shunted in our direction.

Our support is offered via phone, chat, and email, and many if not most of our support requests are received online. In fact, the number of support queries we receive via the internet is very large and continues to grow, which could lead to a problem with scale.

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Topics: Device Trade-in Solutions

Insights from the 2020 MIT CDOIQ Conference

Posted by Chintan Shah on Sep 1, 2020 11:42:28 AM

I recently had the opportunity to speak on the topic of data monetization at the 2020 MIT Chief Data Officer and Information Quality Symposium (MIT CDOIQ). This summit, now in its 14th year, has long been a place for leaders in data science and analytics to share their insights regarding new technologies and trends at every scale and across every industry.

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Topics: Analytics

iPhone 8 Is Coming-Is the Secondary Smartphone Market Prepared?

Posted by Chintan Shah on Apr 27, 2017 1:57:22 AM

It seems like we’re just now starting to see the impact Apple’s iPhone 7 release has had on the secondary smartphone market. And yet, the latest-and-greatest iPhone is coming quickly.

Details about the iPhone 8 are still unclear, but it’s never too early to predict how the secondary market will react to the Q4 influx of used devices and trade-ins.

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Topics: Device Processing and Liquidation, Device Trade-in Solutions

How to Boost Sales of Pre-Owned Mobile Phones with Data Analytics

Posted by Chintan Shah on Apr 5, 2017 12:57:42 AM

With consumers trading-in their mobile devices more frequently when they purchase new ones, wireless carriers, retailers and OEMs have taken notice and started to include the sale of pre-owned devices in their promotional efforts.

For customers to qualify for some of the best deals for new devices, they must know how to trade-in their old devices.

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Topics: Analytics, Device Processing and Liquidation

Competition on the Rise in Secondary Smartphone Market: iPhone v. Pixel

Posted by Chintan Shah on Jan 16, 2017 2:47:25 AM

After years of collaborating with OEMs to create Google-branded Nexus devices, Google has gone the way of Apple and decided to make its own hardware. 

Since Apple and Google released their flagship hardware in September and October 2016, respectively, the debates have raged on—should you buy an iPhone 7 or a Pixel?

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Topics: Device Processing and Liquidation, Omni-Channel Device Collection

6 KPIs to Analyze for a Successful Mobile Trade-in Program

Posted by Chintan Shah on Nov 21, 2016 8:03:35 AM

A mobile device trade-in program isn’t a mysterious operation that should be analyzed with guesswork or even trepidation. Such a program can indeed be scrutinized like any other transactional business process. 

Surely, your business has all the angles down when reviewing other types of store sales, expenses, employee performance and other key performance indicators (KPI).

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Topics: Analytics, Omni-Channel Device Collection

The Best iPhone 7 Trade-In Deals Are Done—Now What?

Posted by Chintan Shah on Oct 21, 2016 10:00:00 AM

A few weeks ago, Stephanie Atkinson offered a comprehensive overview of the trade-in deals available to consumers  lookingfor an iPhone 7 upgrade.

Unfortunately, the “free iPhone 7 with iPhone 6/6s trade-in” deals at the 4 major carriers are already done.

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Topics: Omni-Channel Device Collection

Mobile Device Trade-In Program Market: Where Do You Fit In?

Posted by Chintan Shah on Oct 9, 2015 9:55:32 AM
Mobile buyback programs are emerging as an increasingly popular win-win for service providers, resellers, and consumers. Customers who trade in their old devices receive a sizeable credit toward a new device, and service providers can recoup some of the money spent on upgrade promotions in the secondary smartphone market.
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About This Blog

The HYLA Mobile blog is a place for thoughtful dialogue that will ultimately change the perception of “used” phones around the world. Visit the HYLA website to learn more.

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