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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 in order to get customers more involved and to leverage their knowledge and ideas for better customer care.

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Service-Community For Customer Care 20100225

  1. 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 ! Steve :) Hi, where can I get the latest driver update? Customer question: Best community answer:
  2. 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 & static FAQs </li></ul><ul><li>Higher first-contact-resolution rates, satisfied customers and cost savings </li></ul>
  3. 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 *
  4. 4. 3. Social & mobile web have become a mass market for digital ads *
  5. 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. 6. 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… How does this work…?
  7. 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 & messaging </li></ul><ul><li>Community: rankings, groups & 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 & native) Twitter Facebook (App & Connect) Email Web Skype Android Questions Answers Content Database User Database Metatag Database Comm-unication <ul><li>Graphics & 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 & 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 & 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. 8. 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
  9. 9. 8. USPs of 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&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 & 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. 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 … ROI: 99% over 3 years! Payback < 12 months*! How does this work…?
  11. 11. 10. Highly relevant and good content only! <ul><li>Quality assurance process & 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 & mobile!
  12. 12. 11. References
  13. 13. 12. Your contact Björn Behrendt      (CEO)     Tel: +49 (0) 30 99296936-9 Fax:      +49 (0) 30 99296936-5 Email: [email_address] Twitter: Website: Blog: Address: hiogi GmbH Ackerstr. 3a D-10115 Berlin, Germany Here, you can create your 30-days free evaluation community:
  14. 14. A1. Member Communities reach 67% of online population Consumers will inform themselves more and more within groups, in communities and via google!
  15. 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. 16. A3. Many big brands already leverage social media accounts Source: Engagementdb: <ul><ul><ul><ul><li> </li></ul></ul></ul></ul><ul><ul><ul><ul><li> </li></ul></ul></ul></ul><ul><ul><ul><ul><li> </li></ul></ul></ul></ul>
  17. 17. A4. Community user become older and more active…