ITSMF Presentation Simplified for LinkedIn
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Why your customers are your untapped service agents - the case for social media customer care in IT service management Duncan Troup, RMIT 0459 825547
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Transcript of ITSMF Presentation Simplified for LinkedIn
Why your customers are your untapped service agents -
the case for social media customer care in IT service management
Duncan Troup, RMIT
0459 825547
2
The Key Questions we Asked:
“What business are we in?”
“how do our customers want
to interact with us”
Why social service? Whats the
fuss?
3
Fixing? (twickets)...
...or coaching? (community / peer support)
Models of social
service
Social Learning (including crowd
support)
Social Media Customer Care (“Twickets”)
TwiBer
Youtube
Unified Comms
User Forums
FAQs
Online Forms
Service Desk
Online Chat (text, audio, video)
Service Delivery Tools and Teams
Service as a coach Service as a fixer CUSTOMERS
Service Points / Genius Bar / Concierges Walk Ups Physical Channels
TradiTonal Channels
Service through learning intervenTon
Service Experience Channel Model
STAFF
Social Media Channels
ITIL world / Context Customer World / Context
“In front of the service” “Behind the service”
Where possible, we want users to operate over here!
5
Increasingly towards Twickets
Increasingly towards
Community Support
Some Technology OpTons
6
Fixing? (twickets)...
...or coaching? (community / peer
support)
30%
70%
Our Opportunity
7
...or coaching? (community / peer support)
70%
● Call deflection
● Improved NPS
● Improved
understanding of
sentiment
● Feedback on missing
features
● Cost neutral
implementation - to
backfill an FTE on
long term leave!
● Run as a BAU
innovation initiative
● “a solution looking
for a problem”
RMIT Community Demo
8
What we’ve learned two months in!
9
• Follow the work and match the solution to it • Not too many rooms • KISS - UX / taxonomy • You need a certain type of user (and we
have them!) • This really excites staff • Be prepared for conversations to go “off
piste” • Invest in moderator and community
managers
MOST IMPORTANTLY: • Think like a product owner not a Service
Desk Manager • Don’t expect to know all the answers - or
you won’t try it!
10 [email protected] / 0459 825547
