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 of non-value adding work in the chain of customer care.

Technologies like Lithium allow organisations to create meaningful communities of support that care for one another – in particular as a significant portion of customer care calls are “how to” questions not “it’s broken!”.

So at RMIT we’re having a crack at community support. It’s is an important pillar of our service excellence  – in particular in our sector because the user base are largely digital natives. We should be live in a few months so watch this space.