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Service-Community im Kundenservice 20100225

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Diese Präsentation zeigt die einzigartigen Einsatzmöglichkeiten und Vorteile der Software-as-a-Service von http://www.service-community.de für besseren Customer Care und die Einbindung von Kundenmeinungen und Antworten in den Support Prozess.

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Service-Community im Kundenservice 20100225

  1. 1. Hi Marleen, gehe zu System -> Settings -> Telephone -> Network und wähle das Netz. Viele Glück! Steve :) Hi, wie kann ich manuell mein Netz auswählen? Kundenfrage: Beste Community-Antwort: Kunden helfen Kunden! Die Community-Lösung für besseren Kundenservice auf der Unternehmenswebsite & mobil! angebunden an: SEO-Power mit durch Nutzer generierten Inhalten.
  2. 2. 1. Agenten werden selbstbewußter durch breitere Wissensbasis Wie kann ich auf meinem iPhone eine alte Firmware installieren? Oh, es tut mir leid, da kann ich leider nicht direkt weiterhelfen. Aber bitte warten sie einen kleinen Moment, ich suche kurz…. „ Alte Firmware installieren“ … Suchergebnisse: 3 passende Diskussionen … Ich habe 3 hilfreiche Links in unserem Kundenforum gefunden. Darf ich ihnen diese zumailen oder per SMS senden? Ja, prima. Vielen Dank! Forum durchsuchen <ul><li>Neue Service-Mentalität: Alte Service-Mentalität: </li></ul><ul><li>X:X Kommunikation (alle Medien) 1:1-Kommunikation (Tel., Mail) </li></ul><ul><li>Glaskasten mit hoher Transparenz Blackbox ohne Synergieeffekte </li></ul><ul><li>Große Wissensbasis für besseren Service Kein Wissensaustaucsh & statische FAQs </li></ul><ul><li>Hoher First-Fix-Rate, zufriedene Kunden und Kosteneinsparungen </li></ul>
  3. 3. <ul><li>30 Mio unique visitors post 45 Mio new private status updates on Facebook EVERY DAY!* </li></ul>2. Communities gehören bereits zu unserem Alltag * http://mashable.com/2009/10/21/facebook-sheryl-discussion/
  4. 4. 3. Social Media ist ein stark wachsender Werbemarkt * http://www.youtube.com/watch?v=6ILQrUrEWe8
  5. 5. 4. Nutzer generierte Inhalte sind für SEO ideal <ul><li>Die meisten Internetaktivitäten beginnen mit einer google-Suche! </li></ul><ul><li>Suchmaschinenoptimierung (engl. SEO) wird zur Pflichtdisziplin. </li></ul><ul><li>Foren und Communities ranken sehr gut in den Suchergebnissen von google. </li></ul><ul><li>Wo ist Ihre Firma/Verlag/Website zu finden bei google? </li></ul><ul><li>Mit einer Service-Community werden viele relevante Inhalte generiert, die sie ganz nach oben bringen. </li></ul>
  6. 6. 5. Vorteile einer Service-Community laut Forrester-Studie! <ul><li>Reduzierung der Kontaktcenter-Anrufe durch effektiveren Self-Services. </li></ul><ul><li>Erhöhung der Problemlösungsrate beim Erstkontakt durch Kundenantworten. </li></ul><ul><li>Verbesserte Produktivität der Agenten , da gute Antworten der Kunden mit verwendet werden können und dies die Anzahl der Antworten je Stunde erhöht. </li></ul><ul><li>Verminderung der Inbound-Emails durch effektiveren Self-Service im Web. </li></ul><ul><li>Optimalere Produktverbesserung auf Basis direkten Kundenfeedbacks. </li></ul><ul><li>Verbesserte Auffindbarkeit in Suchmaschinen durch relevante Inhalte (SEO). </li></ul><ul><li>Erhöhung der Customer Lifetime Value durch mehr loyale Kunden und Mund-zu-Mund-Verbreitung, die Abverkaufsraten verbessert. </li></ul>* Forrester Studie: „The ROI of Online Customer Service Communities“: http://blog.service-community.net/2009/10/der-return-of-investment-von-online.html ROI: 99% über 3 Jahre! Payback < 12 Monate*!
  7. 7. Wie geht das…? 6. Unser Mission und Stärken <ul><li>Mobile Technologien und das Web für den Kundendialog öffnen… </li></ul><ul><li>Kunden zur Diskussion auf der Firmenwebsite motivieren… </li></ul><ul><li>Inhalte und mobile Fragen monetarisieren… </li></ul><ul><li>Communities implementieren und aufbauen… </li></ul><ul><li>Durch Nutzer generierte Inhalte mit dem CRM verzahnen… </li></ul><ul><li>Call-Center an die “Weisheit der Massen” anschließen… </li></ul><ul><li>Über 600 geschulte Spezialisten als Moderatoren einsetzen… </li></ul>
  8. 8. 7. Modulare Systemübersicht von Service-Community.net Full-Service Customer Care <ul><li>Community / </li></ul><ul><li>Kunden helfen Kunden </li></ul><ul><li>Antwortduelle </li></ul><ul><li>Tag Clouds und Suche </li></ul><ul><li>SEO </li></ul><ul><li>Persönlicher Bereich </li></ul><ul><li>Rankings & Gruppen </li></ul><ul><li>Forum </li></ul><ul><li>10.000+ </li></ul>Sprache / Hotline WAP (xhtml) iPhone (web & native) Twitter Facebook (App & Connect) Email Web / Formular Skype Android & Blackberry Fragen Antworten APIs Widgets RSS-Feeds Web-Anbindung externer Seiten, Tools & Apps <ul><li>Qualitätssicherung </li></ul><ul><li>Blacklist-Filter & Verstoß-melden-Logik </li></ul><ul><li>Sechs-Augen-Prinzip </li></ul><ul><li>Mitarbeitereinbindung </li></ul><ul><li>Profile mit Mitarbeiterkennzeichnung </li></ul><ul><li>Admin-Backend für die Moderation </li></ul><ul><li>Kostenübersicht </li></ul><ul><li>Transaktions- & Lizenzabrechnung </li></ul><ul><li>Reporting und Analyse </li></ul><ul><li>Semantische Inhaltsanalyse </li></ul><ul><li>Statistik </li></ul>Ein- und Ausgangskanäle Ganzheitlicher Kundenservice <ul><li>Spezialisten / </li></ul><ul><li>Moderatoren </li></ul><ul><li>Moderation </li></ul><ul><li>Problemlösung </li></ul><ul><li>Analyse </li></ul><ul><li>FAQ-Priorisierung </li></ul><ul><li>Firmenstatements </li></ul><ul><li>Inhalte-Steuerung </li></ul><ul><li>600+ </li></ul>SMS (abrechenbar) CRM 100.000+
  9. 9. 8. Unsere Arbeitsschwerpunkte im Customer Care Strategie & Planung Implementierung & Testing Tagesgeschäft Strategische und prozessuale Planung Projektmanagement, Outsourcing Training der Social Media Mitarbeiter SEO & SEM Moderation Analyse Technische Implementierung ASP für Whitelabel Community Software CRM Call-Center Services & Voice-Help-Desk Operations Strategische Partner Unser Kernfokus
  10. 10. Self-service im Web & mobil! 9. Das System garantiert hochqualitative Inhalte <ul><li>Fünf-stufiger Qualitätsmanagementprozess garantiert gute Inhalte. </li></ul><ul><li>Kunden UND Mitarbeiter (Service-Agenten, Produktmanager…) werden offiziell involviert und ermutigt mitzumachen, zuzuhören und zu lernen.. </li></ul>
  11. 11. 10. Funktionalitäten, die eine Community begeistern! <ul><li>Themen leicht auffindbar: </li></ul><ul><li>Durch verwandte Themen & schnelle Suche. </li></ul><ul><li>Über google. </li></ul><ul><li>Durch Tagging, Widgets & semantische Verknüpfungen, sowie Cloud-Surfing. </li></ul><ul><li>Gruppen und Experten: </li></ul><ul><li>Sich per Button auf dem Profil als Fan oder Experte outen. </li></ul><ul><li>Lokale Visualisierung auf einer Landkarte: </li></ul><ul><li>Geografische Darstellung von Fragen & Nutzern. </li></ul>
  12. 12. 11. Referenzen
  13. 13. 12. Ihr Ansprechpartner Björn Behrendt     (Geschäftsführer)    Telefon: +49 (0) 30 99296936-9 Fax:      +49 (0) 30 99296936-5 Email: [email_address] Twitter: www.twitter.com/crmcommunity Website DE: www.service-community.de Website EN: www.service-community.net Blog: blog.service-community.net Anschrift: hiogi GmbH Ackerstr. 3a D-10115 Berlin
  14. 14. A1. Die Reichweite von Mitglieder-Communities steigt rasant Communities wachsen in Deutschland überdurchschnittlich… … und Kunden basieren ihre Kaufentscheidungen mehr und mehr auf Gruppen, Meinungen in Communities und auf google Suchergebnissen!
  15. 15. A2. “…Kunden erwarten einen offenen & ehrlichen Dialog…” Nicht als Werbung wahrgenommen Durch Nutzer generierte Inhalte sind ein wichtiges Kommunikations-instrument geworden, dem sich keine Firma oder Agentur verschließen darf!
  16. 16. A3. Welche Firmen sich mit Social Media bereits beschäftigten: 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. 17. A4. Community-Nutzer werden älter und aktiver…

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