The Crowd


Breaking news – a new Tingle Tree Higher Education partnership!

By Duncan Troup on Saturday, September 16th, 2017 in Research Partnerships, The Crowd, Workforce Planning.

Today i fulfilled a long held dream of mine – that being delivering a lecture to Masters students.  Tingle Tree already has a research collaboration with The University of Southern Queensland and this week we formed a collaboration with RMIT’s Master of Business and IT program. So how did i fare? Hopefully OK!! The topic […]

Breaking news – our first research publication

By Duncan Troup on Tuesday, May 16th, 2017 in Blog, Customer-centric Thinking, ITSM Tools, Research Partnerships, The Crowd, Transformation.

Today i fulfilled a long held dream of mine – that being publishing a research paper at a major conference.  I have presented a number of time at conferences organised by industry….but a peer review paper is a different proposition altogether. It all started when i presented on Crowd Support at the 2016 ITSMF conference […]

Why your customers are your untapped service agents and you should let them

By Duncan Troup on Tuesday, July 12th, 2016 in The Crowd.

I love eliminating service waste…and in my experience, waiting is often the biggest issue for customers. I believe that getting customers to service themselves is the great untapped channel of customer care. That’s not because it saves the provider money, (which it often does!), but because it allows the customer to eliminate a whole bunch […]

Gartner gets it right – crowd support can deliver 20% call deflection!

By Duncan Troup on Friday, June 17th, 2016 in The Crowd.

Gartner in 2012 – “…organizations integrating communities into customer support will realize cost reductions ranging from 10 percent to 50 percent.” If we fast forward to 2016, Tingle Tree has seen the benefits become a reality. A well known University we know well used the Lithium platform to realize 20% call deflection within its first year […]

What queries work best in online communities?

By Duncan Troup on Friday, April 15th, 2016 in The Crowd.

I am about to embark on a consulting engagement for a major brand to review their online community and have been doing some prep by reflecting on the good and bad of communities as a service channel. I went to back to basics with respect to why you should raise a business case for technology […]

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