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Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
Service-Community For Customer Care 20100225
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Service-Community For Customer Care 20100225

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This deck shows the extraordinary implementation options and advantages of the software-as-a-service by http://www.service-community.net in order to get customers more involved and to leverage their …

This deck shows the extraordinary implementation options and advantages of the software-as-a-service by http://www.service-community.net in order to get customers more involved and to leverage their knowledge and ideas for better customer care.

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  • 1. Customer helps customer! A community solution for better customer service on 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:
  • 2. 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 <ul><li>New service mentality: Old service mentality: </li></ul><ul><li>Many-to-many communication (all media) One-to-one communication (phone, mail) </li></ul><ul><li>Open glass box with high transparency Black box without synergies </li></ul><ul><li>Large knowledge base for maximum service No knowledge exchange &amp; static FAQs </li></ul><ul><li>Higher first-contact-resolution rates, satisfied customers and cost savings </li></ul>
  • 3. <ul><li>30 Mio unique visitors post 45 Mio new private status updates on Facebook EVERY DAY!* </li></ul>2. Companies need to realize the power of social communities * http://mashable.com/2009/10/21/facebook-sheryl-discussion/
  • 4. 3. Social &amp; mobile web have become a mass market for digital ads * http://www.youtube.com/watch?v=6ILQrUrEWe8
  • 5. 4. User generated content is key regarding SEO <ul><li>Most internet usage begins with a google search. </li></ul><ul><li>Self-Service-Platforms and forums dominate google search results. </li></ul><ul><li>Where is your company ranked? On top or below customer reviews? </li></ul><ul><li>You can become Nr. 1 and stay on top of google’s search results with relevant content created by your service-community. </li></ul>
  • 6. 5. Our mission and strengths that lead to a better customer care 1. Open up mobile technologies &amp; the web for customer dialogues… 2. Motivate customers to discuss products on the corporate site… 3. To monetize Q&amp;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… How does this work…?
  • 7. B2B Software-as-a-Service <ul><li>Includes the following modules: </li></ul><ul><li>Open question page: dynamic answer duels </li></ul><ul><li>Archive page: tag clouds and search </li></ul><ul><li>SEO optimized detail pages with contextual ads </li></ul><ul><li>Personal area: individual settings &amp; messaging </li></ul><ul><li>Community: rankings, groups &amp; profiles </li></ul><ul><li>Winnings page: based on coin collection system </li></ul><ul><li>Member forum </li></ul>SMS with premium billing WAP (xhtml) iPhone (web &amp; native) Twitter Facebook (App &amp; Connect) Email Web Skype Android Questions Answers Content Database User Database Metatag Database Comm-unication <ul><li>Graphics &amp; Styles: </li></ul><ul><li>HTML / CSS Whitelabeling </li></ul><ul><li>Dynamic Templates </li></ul><ul><li>Seamless web integration: </li></ul><ul><li>Domain Aliasing with CNAME routing </li></ul><ul><li>Single-Sign-On </li></ul><ul><li>Modularity: </li></ul><ul><li>Activation &amp; deactivation of modules </li></ul><ul><li>Admin-Backend for employees: </li></ul><ul><li>Statistics, billing and reporting </li></ul><ul><li>Quality assurance &amp; user management </li></ul>Individual input / output Web 2.0 community 6. System Overview APIs Widgets RSS-Feeds External tools and apps on the web or via mobile CRM Voice
  • 8. 7. Our focus within the customer care value chain Strategy &amp; Planning Implementation &amp; Testing Execution Consultancy Services Project Management Services Staff Social Media Training SEO &amp; SEM Moderation Analysis TechnicalServices and Hosting ASP for Whitelabel Community Software CRM Call-Center Services, Voice-Help-Desk Strategic Partners Our core focus
  • 9. 8. USPs of Service-Community.net compared to other solutions <ul><li>1. Fascinating mechanisms and incentives for super users (ranked by importance): </li></ul><ul><ul><li>Satisfying increase of personal knowledge </li></ul></ul><ul><ul><li>Exciting answer battles and real-time help for others </li></ul></ul><ul><ul><li>Bootlicking ranking and fame mechanism plus the chance to become a moderator </li></ul></ul><ul><ul><li>Chances to win monthly prizes based on the number of coins collected </li></ul></ul><ul><ul><li>Great way to team up with others that share the same interests </li></ul></ul><ul><li>2. Search engine optimizations: </li></ul><ul><ul><li>100.000 archived Q&amp;A pages generate 500.000 monthly unique visitors through google! </li></ul></ul><ul><ul><li>Google optimized pages, sitemaps and content interconnection. </li></ul></ul><ul><ul><li>Implementation of google analytics, webmaster, adsense included. </li></ul></ul><ul><li>3. State-of-the-art technologies: </li></ul><ul><ul><li>Native Android, iPhone, Blackberry apps </li></ul></ul><ul><ul><li>Text messaging, Twitter, Email </li></ul></ul><ul><ul><li>Mobile portals (xhtml &amp; iPhone-optimized versions) </li></ul></ul><ul><ul><li>Facebook App as add-on for fanpages </li></ul></ul><ul><ul><li>APIs, widgets, feeds </li></ul></ul>
  • 10. 9. Benefits of Customer Service Communities (Forrester) * 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 &lt; 12 months*! How does this work…?
  • 11. 10. Highly relevant and good content only! <ul><li>Quality assurance process &amp; admin backend guarantee good content. </li></ul><ul><li>Customers AND employees (service agents, product manager…) become officially involved. </li></ul>We support self-service on the web &amp; mobile!
  • 12. 11. References
  • 13. 12. Your contact Björn Behrendt      (CEO)     Tel: +49 (0) 30 99296936-9 Fax:      +49 (0) 30 99296936-5 Email: [email_address] Twitter: www.twitter.com/crmcommunity Website: http://en.service-community.net Blog: http://blog.service-community.net Address: hiogi GmbH Ackerstr. 3a D-10115 Berlin, Germany Here, you can create your 30-days free evaluation community: en.service-community.net
  • 14. A1. Member Communities reach 67% of online population Consumers will inform themselves more and more within groups, in communities and via google!
  • 15. 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!
  • 16. A3. Many big brands already leverage social media accounts Source: Engagementdb: www.alltimetergroup.com <ul><ul><ul><ul><li>www.facebook.com/starbucks </li></ul></ul></ul></ul><ul><ul><ul><ul><li>www.twitter.com/starbucks </li></ul></ul></ul></ul><ul><ul><ul><ul><li>www.mystarbucksidea.com </li></ul></ul></ul></ul>
  • 17. A4. Community user become older and more active…

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