an intro to peer to peer support
TRANSCRIPT
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![Page 2: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/2.jpg)
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
![Page 3: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/3.jpg)
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
![Page 4: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/4.jpg)
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
![Page 5: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/5.jpg)
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
![Page 6: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/6.jpg)
Why your customers are your untapped service agents - the case for crowd support in IT service management
Duncan Troup
Tingle Tree Group
![Page 7: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/7.jpg)
Duncan Troup
Tingle Tree Group
…
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8
DESIGN
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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
![Page 10: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/10.jpg)
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11
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12
IMPLEMENT
(Understanding the Difference Between Simple and Easy)
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13
Gamification / incentivisation?
Community moderated?
Neighbourhoods?
Internal / external?Moratorium
period?
Badges?
Identity management?
Tight / loose branding?
YOU SHOULD CONSIDER...
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Duncan Troup
Tingle Tree Group
Service transformation
is only one quarter away
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DELIVER BENEFIT
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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
![Page 18: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/18.jpg)
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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
![Page 20: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/20.jpg)
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
![Page 21: An intro to Peer to Peer Support](https://reader031.vdocuments.site/reader031/viewer/2022021813/587dd70b1a28ab5b5b8b6739/html5/thumbnails/21.jpg)