Download - Should Technology Integrators Embrace Twitter and Facebook Support? (Slides)

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http://blog.sphomerun.com

Should Technology

Integrators Embrace

Twitter and

Facebook Support?

http://blog.sphomerun.com/

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Is this

Multi-channel

Approach,

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http://itservicecontractsecrets.com/

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Especially with

the Public Nature

of Twitter and

Facebook,



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Really the Right

Approach for All,

or at Least Most,

Technology

Integrators?



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Social Media

as Part of the

Multi-Channel Mix



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Desk.com,

Believes Strongly

that Integrators,

Like Most

Businesses,



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Must Embrace

Twitter and

Facebook Support

as One of its

Channels



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See: “Ignoring Customer

Complaints on Social

Media? You’re in

Good Company

and in Trouble”



http://www.desk.com/blog/customer-complaints/

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The Question was

Asked by an

IT Manager at a

Major Saudi

Arabian University



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Balancing the

Popularity of

Facebook and

Twitter with

Help Desk Needs



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In a Nutshell,

Shahid Warsi

Wondered:



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1. If it’s a Good

Idea to Offer

IT Support Over

Facebook and

Twitter



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as Part of a

Help Desk



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2. If the Response

Should Go Back

Out Over the

Same Originating

Social Media



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There’s No

Denying that for a

Tech-savvy

Audience,



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Especially

College Students,

Faculty, and Staff,

Social Media is

Incredibly Popular



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Looking at

Students, Faculty,

and Staff as

Internal Customers



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and Prospective

Internal

Customers



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Because Neither

Twitter nor

Facebook

Mandate Private,



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One-on-one

Contact,



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And Most People

Tend to Use these

Social Media Tools

very Publicly,



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More Traditional

Help Desk SaaS

Offerings May Be

a Better Fit



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to Assure

Confidentiality



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Most Popular

SaaS-based Help

Desk Systems,

Like Desk.com

and Zendesk,



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Make it Very Easy

to Convert Social

Media-originated

Requests into

Support Tickets



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If Your

IT Department’s

Help Desk



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Has its Own

Twitter Profile and

Facebook Page

for Students,



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You can Use

These Channels

to Distribute Tips

and Breaking

News,



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and Just as

Important:

Make it Crystal

Clear Above

the Fold



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How to Properly

Log IT Support

Help Desk

Requests



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How Does Your

Company Deal

with Help Desk

Requests



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that Originate

on Twitter and

Facebook?



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Please Share Your

Tips and Hints

in the Comments

Area Below



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