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Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
Duncan Troup
Tingle Tree Group
…
8
DESIGN
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
11
12
IMPLEMENT
(Understanding the Difference Between Simple and Easy)
13
Gamification / incentivisation?
Community moderated?
Neighbourhoods?
Internal / external?Moratorium
period?
Badges?
Identity management?
Tight / loose branding?
YOU SHOULD CONSIDER...
Duncan Troup
Tingle Tree Group
Service transformation
is only one quarter away
DELIVER BENEFIT
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
19In
tegr
atio
n
Content
User Generated
Content
Referenced Content
Corporate Content
Presentation
Desktop Tablet Mobile
Mod
erat
ion
Iden
tity
Skinning / Branding
Ince
ntiv
isat
ion
Goo
gle
Inde
xatio
n
Priv
ate
Mes
sagi
ng
SAAS / Cloud
Rep
ortin
g an
d A
naly
tics
The internet
19
ModeratorCommunity Manager
Soc
ial M
edia
Fee
ds
Staff
20In
tegr
atio
n
Content
User Generated
Content
Referenced Content
Corporate Content
Presentation
Desktop Tablet Mobile
Mod
erat
ion
Iden
tity
Skinning / Branding
Ince
ntiv
isat
ion
Goo
gle
Inde
xatio
n
Priv
ate
Mes
sagi
ng
SAAS / Cloud
Rep
ortin
g an
d A
naly
tics
The internet
20
ModeratorCommunity Manager
Soc
ial M
edia
Fee
ds
Staff
Extensions / Training
