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 of launching its crowd support model for technology issues. We’ve also seen a household energy brand gain similar benefits through their use of community to drive awareness of sustainability. And we are currently in process of launching peer support at another household name using ServiceNow’s Social Q&A platform.
As we prepare to enter our second year in business so are now thrilled to see Gartner explicitly include peer to peer support in their service tier model at Level 0, along side self service. What that tells us is this type of emerging service model is a legitimate strategy to reduce cost and improve service – not a fad or trend.
In 2016, Gartner recommend:
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CIOs to work with business stakeholders to socialize the concept of peer-to-peer support to gain buy-in and approval to move forward.
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Document and socialize the organizational definition of Tier 0 support, and expand the current definition to include peer-to-peer.
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Build a roadmap to evolve Tier 0 support to include peer-to-peer elements beyond “traditional self-service,” starting with devices that are driving the most demand.
These recommendations are what we do for our clients – so if you would like to discuss how we can help start or enhance your Level 0 support tier we would love to hear from you.
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