Customer helps customer!A community solution
for better customer serviceon the corporate website and via mobile!
integrated with:Hi Marleen,please go to www.driverguide.com ! Steve :)
Hi, where can I get the latest driver update?
Customer question:
Best community answer:
1. Agents become more self-confident with more knowledge
How can I install an old firmware on my iphone?
Oh, sorry. I cannot directly help you, but please wait a short moment, I am going to search for you….
„Install old firmware “ …
Search results:3 matching discussions …
I have found three helpful links. May I email or text them to you?Yes please. Thank
you for your help!
Search forum
30 Mio unique visitors post 45 Mio new private status updates on Facebook EVERY DAY!*
2. Companies need to realize the power of social communities
* http://mashable.com/2009/10/21/facebook-sheryl-discussion/
3. Social & mobile web have become a mass market for digital ads
* http://www.youtube.com/watch?v=6ILQrUrEWe8
4. User generated content is key regarding SEO
• Most internet usage begins with a google search.• Self-Service-Platforms and forums dominate google search results.• Where is your company ranked? On top or below customer reviews?
You can become Nr. 1 and stay on top of google’s search results with relevant content created by your service-community.
How does this work…?
5. Our mission and strenghts
Open up mobile technologies and the web cor customer dialogues…
Motivate customers to discuss products on the corporate site…
To monetize Q&As as valuable content…
Implement and grow communities …
Integrate user generated content into CRM processes…
Leverage the “wisdom of the crowds” for call centers…
6. Our focus within the customer care value chain
Strategy & Planning Implementation & Testing Execution
Consultancy Services
Project Management Services
Staff Social Media Training
SEO & SEM
Moderation
Analysis
TechnicalServices and Hosting
ASP for Whitelabel Community Software
CRM
Call-Center Services, Voice-Help-Desk
Strategic Partners
Our core focus
B2B Software-as-a-Service
Includes the following modules:
a)Open question page: dynamic answer duelsb)Archive page: tag clouds and searchc)SEO optimized detail pages with contextual adsd)Personal area: individual settings & messaginge)Community: rankings, groups & profilesf)Winnings page: based on coin collection systemg)Member forum
SMS with premium billing
WAP (xhtml)
iPhone (web & native)
Facebook (App & Connect)
Web
Skype
Android
Questions
Answers
Content Database
User Database
Metatag Database
Comm-unication
Graphics & Styles:•HTML / CSS Whitelabeling•Dynamic Templates
Seamless web integration:•Domain Aliasing with CNAME routing•Single-Sign-On
Modularity:•Activation & deactivation of modules
Admin-Backend for employees:• Statistics, billing and reporting• Quality assurance & user management
Individual input / output Web 2.0 community
7. System Overview
APIsWidgets RSS-Feeds
External tools and apps on the web or via mobile CRM
Voice
8. Benefits of Customer Service Communities (Forrester)
How does this work…?
* Forrester study: „The ROI of Online Customer Service Communities“. For more infos please click here or visit blog.service-community.net …
ROI: 99% over 3 years!
Payback < 12 months*!
9. Highly relevant and good content only!
• Quality assurance process & admin backend guarantee good content.• Customers AND employees (service agents, product manager…)
become officially involved.
We support self-service on the web & mobile!
10. References
11. Your contact
Björn Behrendt (CEO)
Tel: +49 (0) 30 99296936-9 Fax: +49 (0) 30 99296936-5
Email: [email protected]: www.twitter.com/crmcommunity Website: http://en.service-community.netBlog: http://blog.service-community.net
Address: hiogi GmbHAckerstr. 3aD-10115 Berlin, Germany
Here, you can create your 30-days
free evaluation community:
en.service-community.net
A1. Member Communities reach 67% of online population
Consumers will inform themselves more and more within groups, in communities and via google!
A2. Engage consumers in a more open and honest way…
Not perceived as advertisement
Companies need to open up towards group opinions and user-generated content!
Agencies need to leverage new channels!
A3. Many big brands already leverage social media accounts
Source: E
ngagementdb: w
ww
.alltimetergroup.com
• www.facebook.com/starbucks • www.twitter.com/starbucks • www.mystarbucksidea.com
A4. Community user become older and more active…