We TIM, the crowdcaring community for TIM customers

06/27/2017 - 10:00 AM

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We TIM , the online community that enables those in need of  assistance on TIM products and services to communicate and get help from other  customers instead of seeking assistance from specialised operators, has been launched.
Alongside the traditional telephone contact numbers (119 and 187), Self-Caring tools (APP and FAQ) and Social Networks, TIM has introduced an innovative customer assistance method: crowdcaring.  
Communicating directly with other TIM customers, who have previously tried the same product/service we are interested in means going beyond conventional customer care logic. It means a step into the community and Networking logic where direct experience, know-how and contact with people enables initiating conversations based on mass participation to solve problems.

Other crowdcaring experiences

Communities of this type are already fairly common worldwide and have been very successful.
In 2012, 96% of answers to requests for information from Swisscom customers came from members of the community.
In the same year, again with help from its crowdcaring platform, CISCO managed to cut its customer request response time by 32%.
In addition, with its 460,000 members who publish an average of 30,000 posts a month, Deutsche Telekom has been one of the most successful companies when it comes to this type of initiative.

We TIM: how it works

Everyone has access to the information available on the website, including non-registered members. One can surf the community page by browsing the various categories or search a specific argument through the search engine or tag-cloud.
To actively participate in the community through questions and answers, assess solutions offered by other users and share messages, it is necessary to register.
Those already registered in the TIM customer reserved area can access using their MyTIM credentials  or they can use their Facebook account to choose a nickname and confirm their e-mail address.
Those sharing their experience in the community gain points (TIM Stars) which allow them to progressively climb the ranks and thus gain recognition of seniority and expertise (badges) that they can display on their profiles and share in Social networks.
The News dal Mondo TIM (i.e. News from the TIM world) section features articles on the main novelties while the WIKI TIM section features useful information and tutorials on how to use TIM products. 
 

We TIM: all the advantages

- offers the possibility to directly exchange ideas with other customers;
- organises debates and information per macro-areas, facilitating research on them and making them available for all;
- quickens and reduces the time required to solve various requests, as shown by the CISCO case.

The new crowdcaring online community of TIM (in Italian)

we tim