ukueri
DESCRIPTION
Ukueri is an innovative platform that changes communication with clients. It helps customers find answers, make claims or simply browse FAQs — all in a quick and intuitive way through social network such us Facebook, Twitter, Chat or the Web.TRANSCRIPT
UkueriRealtime Customer Care
Confidential February, 2012www.ukueri.com
Agenda
• Introduction
• Context
• Product & Features
• Market
• Competitors
• Business Model
• Pricing
Confidential February, 2012www.ukueri.com
Obtaining a positive return on investment from social media is not only about increasing your facebook fans or twitter followers.
Its about linking the social strategy to your business objectives and focus on your clients experiences.
Introduction
Confidential February, 2012www.ukueri.com
• Low costLow cost• Full control Full control • Customizable Customizable LayoutLayout• Full AnalyticsFull Analytics• Realtime Realtime marketing marketing camapaingscamapaings• Management Management DashboardsDashboards• Queries historyQueries history• Self-ServiceSelf-Service• QualificationQualification
• Low costLow cost• Full control Full control • Customizable Customizable LayoutLayout• Full AnalyticsFull Analytics• Realtime Realtime marketing marketing camapaingscamapaings• Management Management DashboardsDashboards• Queries historyQueries history• Self-ServiceSelf-Service• QualificationQualification
• Very expensiveVery expensive• Lack of controlLack of control• No AnalyticsNo Analytics• Innefective Innefective marketing marketing campaignscampaigns• Hard to manageHard to manage• Suppliers and Suppliers and Agents dependenceAgents dependence• SlowSlow• No qualificationNo qualification
• Very expensiveVery expensive• Lack of controlLack of control• No AnalyticsNo Analytics• Innefective Innefective marketing marketing campaignscampaigns• Hard to manageHard to manage• Suppliers and Suppliers and Agents dependenceAgents dependence• SlowSlow• No qualificationNo qualification
ContextCall Centers Social Customer Care
INEFFECTIVE THE FUTURE
Confidential February, 2012www.ukueri.com
‣ “UKUERI is an innovative platform that changes the way companies communicate with clients and prospects.
‣ It is a completely new experience to help customers find answers, make claims or simply browse FAQs — all in a quick and intuitive way through Facebook, Twitter, chat or the web”
About
Confidential February, 2012www.ukueri.com
Questions Information
www
MultichannelMultichannelMultideviceMultideviceStandarizedStandarized
MultichannelMultichannelMultideviceMultideviceStandarizedStandarized
1) Automated 1) Automated responsesresponses 2) Self Service (Search)2) Self Service (Search) 3) Human interaction3) Human interaction
1) Automated 1) Automated responsesresponses 2) Self Service (Search)2) Self Service (Search) 3) Human interaction3) Human interaction
New methodology for New methodology for information information
managementmanagement(Q&A’s and Contents)(Q&A’s and Contents)
New methodology for New methodology for information information
managementmanagement(Q&A’s and Contents)(Q&A’s and Contents)
AnswersVideo Text wwwimages
The Flow
Human response
USERS Companies / OrganizationsUKUERI
INTERNET as a SOCIAL CUSTOMER CARE EXPERIENCE
Confidential February, 2012www.ukueri.com
Roadmap
Web platformWeb platformSearch engineSearch engineTwitter & FB Twitter & FB
MobileE-Learning
Realtime mktgAnalytics
1 year 6 mo.
Confidential February, 2012www.ukueri.com
Conversation
Look & Feel fully customizable for each company
Confidential February, 2012www.ukueri.com
Features
Predictive Search EnginePredictive Search Engine
Realtime MarketingRealtime Marketing
Intelligent routingIntelligent routing
Knowledge BaseKnowledge Base
DashboardsDashboards
Integration with Backoffice appsIntegration with Backoffice apps
Twitter, Facebook integrationTwitter, Facebook integration
Look & Feel Fully customizableLook & Feel Fully customizable
Confidential February, 2012www.ukueri.com
Value
• Use their Use their favorite favorite channel channel either Twitter, either Twitter, Facebook, Web Facebook, Web • Manage timeManage time: send a : send a question and receive the question and receive the response on your preferred response on your preferred channelchannel• No need for follow-up No need for follow-up (depending on SLA)(depending on SLA)• Quick and intuitive Quick and intuitive way way to talk with companiesto talk with companies• PredictivePredictive search search engineengine• ReceiveReceive Proactive Proactive Brodcasted Brodcasted information/promotionsinformation/promotions
• Use their Use their favorite favorite channel channel either Twitter, either Twitter, Facebook, Web Facebook, Web • Manage timeManage time: send a : send a question and receive the question and receive the response on your preferred response on your preferred channelchannel• No need for follow-up No need for follow-up (depending on SLA)(depending on SLA)• Quick and intuitive Quick and intuitive way way to talk with companiesto talk with companies• PredictivePredictive search search engineengine• ReceiveReceive Proactive Proactive Brodcasted Brodcasted information/promotionsinformation/promotions
• AnalyticsAnalytics• Real-time marketingReal-time marketing• Lower costsLower costs• Management DashboardsManagement Dashboards• Conversation through Conversation through social mediasocial media•Knowledge Base Knowledge Base IntegrationIntegration• Realtime customer Realtime customer feedbackfeedback
• AnalyticsAnalytics• Real-time marketingReal-time marketing• Lower costsLower costs• Management DashboardsManagement Dashboards• Conversation through Conversation through social mediasocial media•Knowledge Base Knowledge Base IntegrationIntegration• Realtime customer Realtime customer feedbackfeedback
For users For Companies
Confidential February, 2012www.ukueri.com
Target Market
Med&Big CompaniesMed&Big CompaniesGeneral BizGeneral Biz
Med&Big CompaniesMed&Big CompaniesGeneral BizGeneral Biz
Utilities Utilities GovernmentGovernment
Utilities Utilities GovernmentGovernment
Banking Banking Financial Financial ServicesServices
Banking Banking Financial Financial ServicesServices
Telco/InternetTelco/InternetTelco/InternetTelco/Internet
"Vendors who can assemble a full set of social CRM functions, and make progress in two or more of these areas, will be best positioned for market success as the market matures," Sarner said (Gartner).
Social CRM market is expecting to reach 1B in 2012 (Gartner, 2011)
Confidential February, 2012www.ukueri.com
OpportunityIncomes in Call & Contact Centers:Incomes in Call & Contact Centers:•US$ 620M (Argentina)US$ 620M (Argentina)•US$ 7.500M (Latam)US$ 7.500M (Latam)
Workforce: 2001 Workforce: 2001 5000, Actually 5000, Actually more than 60.000 more than 60.000Industry Projected Investments: US$ 400MIndustry Projected Investments: US$ 400M
Incomes in Call & Contact Centers:Incomes in Call & Contact Centers:•US$ 620M (Argentina)US$ 620M (Argentina)•US$ 7.500M (Latam)US$ 7.500M (Latam)
Workforce: 2001 Workforce: 2001 5000, Actually 5000, Actually more than 60.000 more than 60.000Industry Projected Investments: US$ 400MIndustry Projected Investments: US$ 400M
Confidential February, 2012www.ukueri.com
Competitors
Weakness: FAQs in a Forum Mode Weakness: Only a Chat Tool
Weakness: Only for Customer ServiceWeakness: Help Desk Solution
Confidential February, 2012www.ukueri.com
Business Model
LicensesLicensesLicensesLicenses
Consulting Consulting ServicesServices
Consulting Consulting ServicesServices AgentsAgentsAgentsAgents
-----++++More consutling -> better KB --
meaning more questions answered automatically without
agents’ interaction
Confidential February, 2012www.ukueri.com
SegmentationEnterpriseEnterprise # Queries# Queries
Storage: 500GbStorage: 500GbLicenses + ConsultingLicenses + Consulting
SMBSMB# Queries# Queries
100Gb100GbLicensesLicenses
Confidential February, 2012www.ukueri.com
Pricing
Enterprise# Queries# QueriesStorage: 500GbStorage: 500GbLicenses + Licenses + ConsultingConsulting
SMB# Queries# Queries100Gb100GbLicensesLicenses
Licenses TBD TBD
Consulting TBD TBD
FeesSegment
Monthly fees
Thank you!