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.

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 www.driverguide.com ! Steve :) Hi, where can I get the latest driver update? Customer question: Best community answer:

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

4. 3. Social & mobile web have become a mass market for digital ads * http://www.youtube.com/watch?v=6ILQrUrEWe8

6. 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… How does this work…?

7. 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

9. 8. Benefits of Customer Service Communities (Forrester) * 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*! How does this work…?

11. 10. References

12. 11. Your contact Björn Behrendt (CEO) Tel: +49 (0) 30 99296936-9 Fax: +49 (0) 30 99296936-5 Email: [email_address] Twitter: www.twitter.com/crmcommunity Website: http://en.service-community.net Blog: http://blog.service-community.net Address: hiogi GmbH Ackerstr. 3a D-10115 Berlin, Germany Here, you can create your 30-days free evaluation community: en.service-community.net

13. A1. Member Communities reach 67% of online population Consumers will inform themselves more and more within groups, in communities and via google!

14. 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. A4. Community user become older and more active…