Service-Community For Customer Care 20100225

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

New service mentality: Old service mentality:Many-to-many communication (all media) One-to-one communication (phone, mail)Open glass box with high transparency Black box without synergiesLarge knowledge base for maximum service No knowledge exchange & static FAQs

Higher first-contact-resolution rates, satisfied customers and cost savings

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 strengths that lead to a better customer care

1. Open up mobile technologies & the web for customer dialogues…

2. Motivate customers to discuss products on the corporate site…

3. To monetize Q&As as valuable content…

4. Implement and grow communities …

5. Integrate user generated content into CRM processes…

6. Leverage the “wisdom of the crowds” for call centers…

7. Work with over 600 specialists as moderators…

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)

Twitter

Facebook (App & Connect)

Email

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

6. System Overview

APIsWidgets RSS-Feeds

External tools and apps on the web or via mobile CRM

Voice

7. 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

8. USPs of Service-Community.net compared to other solutions

1. Fascinating mechanisms and incentives for super users (ranked by importance):a. Satisfying increase of personal knowledge b. Exciting answer battles and real-time help for othersc. Bootlicking ranking and fame mechanism plus the chance to become a moderatord. Chances to win monthly prizes based on the number of coins collectede. Great way to team up with others that share the same interests

2. Search engine optimizations:a. 100.000 archived Q&A pages generate 500.000 monthly unique visitors through google!b. Google optimized pages, sitemaps and content interconnection.c. Implementation of google analytics, webmaster, adsense included.

3. State-of-the-art technologies:a. Native Android, iPhone, Blackberry appsb. Text messaging, Twitter, Emailc. Mobile portals (xhtml & iPhone-optimized versions)d. Facebook App as add-on for fanpagese. APIs, widgets, feeds

9. 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*!

10. 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!

11. References

12. 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…