Comments on: Social Networking and the Helpdesk http://livehelpdesks.com/2009/12/02/social-networking-and-the-helpdesk/ Help Desk Software Directory, Blog And More Sat, 31 Jul 2010 09:41:03 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Colleen Wilson http://livehelpdesks.com/2009/12/02/social-networking-and-the-helpdesk/comment-page-1/#comment-3503 Colleen Wilson Tue, 08 Dec 2009 17:15:52 +0000 http://livehelpdesks.com/?p=280#comment-3503 Agreed. Twitter is great and <i>should</i> be used as one means of customer contact. If your customers are using it, you need to accomodate these preferences...and it's a great way to keep your ear to the ground. But alone, Twitter isn't enough for full customer support. You still need KB articles to link to for more detailed explanations (can't explain much in 140 characters), tickets for issues that need to be handled in private or that will require change management etc., and even if you have Twitter some clients will still call and email for support too. All client info needs to be kept together, so you need a solution that can do it all, and keep all data in one database. A software vendor with full help desk system - ticketing, KB, client records: <a href="http://www.helpconnection.net/twitter-help-desk.aspx" title="HelpConnection Service Desk system with Twitter integration" rel="nofollow">http://www.helpconnection.net/twitter-help-desk.aspx</a>. Colleen Agreed. Twitter is great and should be used as one means of customer contact. If your customers are using it, you need to accomodate these preferences…and it’s a great way to keep your ear to the ground.

But alone, Twitter isn’t enough for full customer support. You still need KB articles to link to for more detailed explanations (can’t explain much in 140 characters), tickets for issues that need to be handled in private or that will require change management etc., and even if you have Twitter some clients will still call and email for support too. All client info needs to be kept together, so you need a solution that can do it all, and keep all data in one database.

A software vendor with full help desk system – ticketing, KB, client records:

http://www.helpconnection.net/twitter-help-desk.aspx.

Colleen

]]> By: Keeping track of customer conversations on Twitter « Jaianand's Blog http://livehelpdesks.com/2009/12/02/social-networking-and-the-helpdesk/comment-page-1/#comment-3464 Keeping track of customer conversations on Twitter « Jaianand's Blog Fri, 04 Dec 2009 03:33:28 +0000 http://livehelpdesks.com/?p=280#comment-3464 [...] } This is interesting. I just made my post yesterday about Social Networking and the help desk and I hear about a vendor who has integrated some sort of social media into a help desk software [...] [...] } This is interesting. I just made my post yesterday about Social Networking and the help desk and I hear about a vendor who has integrated some sort of social media into a help desk software [...]

]]> By: Keeping track of customer conversations on Twitter | Live HelpDesks http://livehelpdesks.com/2009/12/02/social-networking-and-the-helpdesk/comment-page-1/#comment-3460 Keeping track of customer conversations on Twitter | Live HelpDesks Thu, 03 Dec 2009 21:03:22 +0000 http://livehelpdesks.com/?p=280#comment-3460 [...] 3 December 2009 by Matt No Comment This is interesting. I just made my post yesterday about Social Networking and the help desk and I hear about a vendor who has integrated some sort of social media into a help desk software [...] [...] 3 December 2009 by Matt No Comment This is interesting. I just made my post yesterday about Social Networking and the help desk and I hear about a vendor who has integrated some sort of social media into a help desk software [...]

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