customer involvement platform by hiogi 20090421

Customer involvement platform with mobile features and FAQ engine

Does anyone know how I can do skype out calls from my new iphones to a Brazilian number?

Thanks for any hint!Bernhard

| © 2009 hiogi GmbH | confidential | page 1 |

with mobile features and FAQ engine

Berlin, 21st April 2009

Please answer the following questions with YES or NO

Please ask yourself:

1. Do you want to lower your support costs? ______


1. Do you want to lower your support costs? ______

2. Does the relevance of your FAQs need improvement? ______

3. Would you like to learn more about the needs and problems of your customers? ______

4. Should customers get more involved? ______

5. Would you like to leverage mobile technologies as additonal support channels? ______

6. Could you use valuable content to improve the SEO of your website? ______

⇒ In case you answered at least 3 questions with YES, please read on!

Basic principal of a Customer Involvement Platform

hiogi offers leading solutions around mobile answers based on a clever web-based community application including semantic content management.

Based on our modular and multi-lingual application we offer whitelabled B2B-licenses for customer involvement platfroms (CIPs) with a self-building FAQ area.


eco Internet Award 2008 Mobile

Financial Times „Founder of the Week“

Among top 50 Start-ups at deutsche-startups.de

3. winner of Netbiscuit Contest

Summary and benefits for your company

CIP Solution:

• hiogi will setup a Customer Involvement Platform (CIP) in order to get your clients

more involved.

• clients ask questions on the web or directly from their mobile phone regarding any

topic and receive advice from other clients.

Benefits for company:

• Add innovative mobile Q&A channels like SMS, IM, Email, WAP to your support.

• Your company could be a innovative first mover among competitors.

• Your company could increase FAQ relevance & strengthen the brand.

Get answers…

Another client might know

the answer for you.


• Clients learn from each other in a joined effort.

• Clients can easily access knowledge in an innovative way.

• A fun answering module drags clients to your website.

• All Q&As are being stored in a growing knowledge archive, which generates

interesting tag clouds, FAQs and metatags.

• Your department heads get insights into the topics that clients really deal with and areas for improvement / training.

Please try it and text any question to +49 176 888 66 000 … it is free!

You can follow the unique answer process online on www.hiogi.de /.com in real-time!

We help each other!

Clients send all their questions and receive timely answers by other clients

QUALITY ASSURANCE OF ANSWERS:

1.1.1.1. 4444----eyeeyeeyeeye----principleprincipleprincipleprinciple2.2.2.2. FeedbacksystemFeedbacksystemFeedbacksystemFeedbacksystem3.3.3.3. BlacklistBlacklistBlacklistBlacklist----FilterFilterFilterFilter4.4.4.4. ReportReportReportReport----violationviolationviolationviolation----

systemsystemsystemsystem5.5.5.5. hiogihiogihiogihiogi----SupervisorSupervisorSupervisorSupervisor


5.5.5.5. hiogihiogihiogihiogi----SupervisorSupervisorSupervisorSupervisor

• The whole system is optimized for quick and highly accurate answers.

• A quality assurance process with four levels ensures “clean” content.

• In contrast to common forum solutions the hiogi system focuses short and precise answers.

• User get addicted by the excitement of hiogi answer battles and the real-time action.

hiogi implements a Customer Involvement Platform (CIP)optimized according to your specifications

• We integrate our modules seamless into your

website or support environment.

• We use your look&feel.

• We setup dedicated and secure servers and

databases for your CIP complying with the

highest SLA standards.

• Please see checklist in addendum.


hiogi ads complementary mobile features to any online forum or web-based Q&A area

Criteria Forum hiogi

Users have to accept strict terms & guidelines during sign-up process

Users have to register with username, email, MSISDN

Strict code of conduct with user deletion after three offences

Classic forum navigation with topics, responses, threads and posts

Alternative tag cloud navigation and detailed search


Users present themselves with personal statistics, about me page, avatar / picture…

Support staff can directly participate and are flagged

Unlimited replies with an unlimited number of characters possible

Questions can be asked via the web (new thread)

Questions can be asked via SMS or email, Twitter, via a mobile platform or IM

Answer mechanisms are optimized for mobile with 160 characters

Timely answers are being send back to the mobile phone immediately

Users receive monthly rewards based on collected points and levels

hiogi clusters knowledge and automatically creates FAQs and lists of related topics

• hiogi does semantic matching of questions and displays

related information based on the relevance of keyword

combinations.

• Reports and statistics of similar questions, topics, tags

and keywords extract important insights.

• Most discussed and top lists of most critical topics give

instant feedback to your business department.


www.hiogi.dewww.hiogi.com

Björn Behrendt (Gründer & Geschäftsführer)

Phone +49 (0) 30 99296936-9

Fax +49 (0) 30 99296936-5

[email protected]


www.hiogi.comwww.44044.com

[email protected]

hiogi GmbH

Ackerstr. 3a

D-10115 Berlin, Germany

hiogi is technology leader in mobile Q&A systems

Start of www.hiogi.de in November 2007.

Investors of the hiogi GmbH:

• HP-Ventures

• Media Ventures

• A-Z Beteiligungen

5 employees, plus a network of freelancer..

Technology leader in mobile question systems.

55.000 questions answered.


• Mobile price comparison. Link…• Q&A-System for event. Link…• Datafeed & Site for students. Link…• Travel landingpage & TV-Clip. Link…• SMS-price comparison. Link…• In-Site Widgets & Content. Link…

References:

• Secure and dedicated shortcode or long number!

• Various other channels to ask a mobile question:• Mobile portal: e.g. http://m.yourcompany.com/QA• Email-PDA-Solution: e.g. [email protected]• Skype mobile: e.g. yourcompany_skype_questions• Twitter solution• Widgets• Web

hiogi provides various mobile „question-technologies“


• Instant SMS feedback solution.

Customer dialogues with messages attached to answers

Jetzt Harry per SMS um Rat fragen:Senden Sie HARRY vor Ihrer Frage an:

Which is the best tapas bar in Madrid?

Check out Taberna

Maceiras, Huertas

(Centro) 66, 28014

Madrid

+34914295818 :-) best

Did you know that we

offer winter products on

sale? Wanna know

more? Answer with E1

E1


Winter now on sale. Save

now! Products starting at

€20.99. Wanna know

more? Answer E2

Our products can be

used all over the world.

Your next sales point is

Hamburg – City –

Centre.

E2

hiogi gets your customers and advertising clients involvedinto a dialogue.

Setup Dialog: € 400,-

Costs 10.000 SMS: € 900

Sum: € 1.200,-

CIP Checklist

1. Which questioning channels are needed?_______________________________________

2. Is a dedicated shortcode or long-no available?_______________________________________

3. Does an answer community exist?_______________________________________

4. Are MSISDN and email verification possible?_______________________________________

5. Is a single-sign-on wanted?_______________________________________

12. Which languages need to be supported? _______________________________________

13. In which countries will the system be rolled out?_______________________________________

14. Special pilot project settings?_______________________________________

15. Shell prices or rewards be granted?_______________________________________

16. Which graphical specs exist (CI guidelines)?_______________________________________


_______________________________________

6. How are third-party applications integrated?_______________________________________

7. What are the SLA requirements?_______________________________________

8. Which web technologies are already being used?_______________________________________

9. Which volume is expected?_______________________________________

10. Will support staff be involved in a second level?_______________________________________

11. Which reports are needed?_______________________________________

_______________________________________

17. Shell any standard hiogi modules be excluded?_______________________________________

18. Are special blacklist filters or alert filters needed?_______________________________________

19. Timeframe?_______________________________________

20. Next steps?_______________________________________

21. Miscellaneous_____________________________________________________________________________________________________________________

Mobile search will be a huge business opportunity

eMarketer raised its global mobile search revenue forecast up from $83 million in 2007 to $3.8 billion by 2012

* http://www.emarketer.com/Reports/All/Emarketer_2000475.aspx

„60% do mobile searches on the mobile phone“„Mobile Internet“ study by TNS Infratest, Oct 2008


„mobile users have a desire for fast & concrete search resultsand do not want to scroll down pages of search results...“

„Web-to-go“ study by Deloitte Consulting, Oct 2008

ChaCha claims it has captured 7% of the mobile text-to-search market with a quarterly growth rate of more than 800 percent…

Chacha has has answered more than 27 million queries since it launched…

http://www.mobilemarketer.com/cms/news/search/1751.html

customer involvement platform by hiogi 20090421

Business

hiogi system

hiogi gmbh confidential

mobile answers

hiogi clusters knowledge

mobile platform

lists of related topics

mobile technologies

mobile phone immediatelyusers