February 2019
Intermediate to advanced
248 pages
5h 4m
English
Content preview from Affected
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APPENDIX C Typologies and touchpoints index
| Typology | Criteria | Touchpoint | Content | Purpose | Direction | Interaction | Customer needs |
| Functional | Run by one user or company Medium to low customer interaction commonly through the ability to post comments, email enquiries or set up chat | Website | Information | Interaction Diversion Functional | Simplex | Medium | Quick, accessible company information with ability to respond to customer directed enquiries No integration or connection or re-direction to other digital channels |
| Podcasts | Information | Interaction Functional | Simplex | Medium | |||
| Tutorials | Support | Interaction Functional | Simplex | Medium | |||
| App | Information Revenue Promotion | Interaction Functional Diversion | Simplex | Medium | |||
| Online Store | Revenue | Functional | Simplex | Medium | |||
| Live Chat | Support | Interaction | Duplex | Medium | |||
| Web Enquiry | Support | Interaction | Duplex | Medium | |||
| E-News Letters | Information Promotion | Diversion | Simplex | Medium | |||
| Emails | Information Support | Interaction | Duplex | Medium | |||
| Information | Interaction | Simplex | Medium | ||||
| Social | Run by an administrator with ability to delete and block users High user interaction and ability to post and respond directly to comments in real time, limits on number of characters They rely on user-created content and when these users interact or like a company or brand profile they often expect something in return. | Information Promotion | Interaction Diversion | Duplex | High | Participation, sharing and collaboration to provide information High engagement ... |
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.