service community for customer care english
DESCRIPTION
This presentation highlights our whitelabel solutions for larger corporations that would like to offer a modern feedback and self-service forum to its customers. CUSTOMER HELPS CUSTOMER. This is the basic idea of a new way for customer care processes in the future. The user generated content and the wisdom of the crowds integrates seamlessly with CRM and knowledge management modules increasing even the productivity of call-center agents doing voice help-desk services.TRANSCRIPT
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
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 strenghts
Open up mobile technologies and the web cor customer dialogues…
Motivate customers to discuss products on the corporate site…
To monetize Q&As as valuable content…
Implement and grow communities …
Integrate user generated content into CRM processes…
Leverage the “wisdom of the crowds” for call centers…
6. 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
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)
Facebook (App & Connect)
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
7. System Overview
APIsWidgets RSS-Feeds
External tools and apps on the web or via mobile CRM
Voice
8. 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*!
9. 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!
10. References
11. 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…