Helpstream Overview


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We believe a customer is a terrible thing to waste. At Helpstream we help companies build web-based customer service communities that enable them to solve customer problems fast and engage customers in ways that have traditionally been cost prohibitive.

Today we are helping hundreds of companies unlock tremendous ROI from their customers by:

* Turning customers into problem solvers
* Sourcing new innovations and ideas from customers
* Generating word-of-mouth referrals from customers

Deployed in the cloud and designed from the ground up for customer service, Helpstream can be up and running fast and quickly transform the way you engage customers.

So if you want to stop wasting your customers, let us help at

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Helpstream Overview

  1. 1. Helpstream Overview<br />
  2. 2. Agenda<br />A customer is <br />a terrible thing <br />to waste<br /><ul><li>Introduction
  3. 3. Market
  4. 4. Vision
  5. 5. Product
  6. 6. Proposition</li></li></ul><li>Social CRM Leader<br />Helpstream is a comprehensive, SaaS-based <br />Social CRM suitethat tightly integrates community with business process.<br />“We include Helpstream because it represents adisrupterof which our clients should be aware.”<br />Gartner Magic Quadrant Report<br />“This is one of thebest crafted CRM 2.0 applications I&apos;ve seen to date. Period. End of sentence, and definitive statement.”<br />Paul Greenberg<br />Social CRM blogger,<br />Author CRM at the Speed of Light<br />“Using Helpstream, we cut our tickets in half and increased customer satisfaction.” <br />Joanne Ravielli, VP Customer Service, Infusionsoft<br />
  7. 7. 2nd wave<br />Social<br />1st wave<br />SaaS<br />Customer Service market is large & undergoing major retooling<br />“Web 2.0: mainstream adoption &lt; 2 years with transformational value.”<br />- Gartner<br />Aug 11, 2009 press release<br />Customer Service operations spend $250 billion<br />10% on technology; 90% on people and overhead<br />“About two-thirds of U.S. consumers believe that companies should ramp up social media usage to identify service/support issues and contact consumers to resolve.”<br />- CustomerThink<br />June 2009 survey<br />Old Model<br />Sell a product<br />Service is optional<br />Business Process is sufficient<br />New Model<br />Sell aService<br />Service =Process +Collaboration<br />Collaboration isSocial<br />The Web drives Service<br />
  8. 8. The Social CRM virtuous cycle<br /> 1. Customer Service<br />2. Marketing<br /><ul><li> Customer satisfaction
  9. 9. Efficiency
  10. 10. CrowdSourcing
  11. 11. Branding
  12. 12. Word of mouth
  13. 13. Voice of the customer
  14. 14. Ideation
  15. 15. Lead generation
  16. 16. Lead nurturing</li></ul> 3. Sales<br /><ul><li> Customer awareness
  17. 17. References
  18. 18. Repeat business
  19. 19. Referrals</li></li></ul><li>CRM Suite integration: Additive, not “rip and replace”<br /><ul><li>Customer Service
  20. 20. Case Management
  21. 21. Knowledge Base
  22. 22. Sales force automation
  23. 23. Marketing automation
  24. 24. Platform enablers</li></ul>Very fast time to value for customers…<br />DataSync<br />SOA<br />Integrator<br />Widgets<br />Mashups<br />
  25. 25. The Social CRM suite<br />
  26. 26. ROI dashboard (inside Helpstream)<br /><ul><li>Best practices industry deflection = 40%
  27. 27. Helpstream = 92%!
  28. 28. Integrating Social & Process is hugely powerful</li></ul>“…good news for companies that want to deliver effective customer service resolutions while holding down the cost of live help.”<br />- Phil Wainewright<br />The Social Dynamics of Help<br />
  29. 29. 200 customers, 500,000 users, and growing (98% paying)<br />Nuance Systems<br />