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An intro to Peer to Peer Support

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Duncan Troup

The document discusses using customers as untapped service agents for IT service management through crowd support. It argues that customers can help support each other through online communities, reducing service costs and improving customer satisfaction. It covers aspects to consider when designing a crowd support community, such as moderation, identity management, incentives and content integration. Implementing crowd support requires transforming service delivery and considering how best to include and benefit customers.

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An intro to Peer to Peer Support
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
An intro to Peer to Peer Support
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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
INCLUDE ANOTHER CASE STUDY • AGL? Telstra? MYOB? GiffGaff? 17
An intro to Peer to Peer Support
19Integration Content User Generated Content Referenced Content Corporate Content Presentation Desktop Tablet Mobile Moderation Identity Skinning / Branding Incentivisation GoogleIndexation PrivateMessaging SAAS / Cloud ReportingandAnalytics The internet 19 ModeratorCommunity Manager SocialMediaFeeds Staff
20Integration Content User Generated Content Referenced Content Corporate Content Presentation Desktop Tablet Mobile Moderation Identity Skinning / Branding Incentivisation GoogleIndexation PrivateMessaging SAAS / Cloud ReportingandAnalytics The internet 20 ModeratorCommunity Manager SocialMediaFeeds Staff Extensions / Training
An intro to Peer to Peer Support

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An intro to Peer to Peer Support