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


Published on SUMMARY SLIDES: Should technology Integrators let clients submit support requests via Twitter and Facebook? Read this post for pros, cons, and practical suggestions. Copyright (C) SP Home Run Inc. SP Home Run is a registered trademark of SP Home Run Inc. All worldwide rights reserved.

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

  1. 1. Should TechnologyIntegrators Embrace Twitter and Facebook Support? Courtesy of the Small Business Computer Consulting Blog
  2. 2. Sponsored by Is this Multi-channel Approach,
  3. 3. Sponsored by Especially with the Public Nature of Twitter and Facebook,
  4. 4. Sponsored by Really the Right Approach for All, or at Least Most, Technology Integrators?
  5. 5. Sponsored by Social Media as Part of the Multi-Channel Mix
  6. 6. Sponsored by, Believes Strongly that Integrators, Like Most Businesses,
  7. 7. Sponsored by Must Embrace Twitter and Facebook Support as One of its Channels
  8. 8. Sponsored by See: “Ignoring Customer Complaints on Social Media? You’re in Good Company and in Trouble”
  9. 9. Sponsored by The Question was Asked by an IT Manager at a Major Saudi Arabian University
  10. 10. Sponsored by Balancing the Popularity of Facebook and Twitter with Help Desk Needs
  11. 11. Sponsored by In a Nutshell, Shahid Warsi Wondered:
  12. 12. Sponsored by 1. If it’s a Good Idea to Offer IT Support Over Facebook and Twitter
  13. 13. Sponsored by as Part of a Help Desk
  14. 14. Sponsored by 2. If the Response Should Go Back Out Over the Same Originating Social Media
  15. 15. Sponsored by There’s No Denying that for a Tech-savvy Audience,
  16. 16. Sponsored by Especially College Students, Faculty, and Staff, Social Media is Incredibly Popular
  17. 17. Sponsored by Looking at Students, Faculty, and Staff as Internal Customers
  18. 18. Sponsored by and Prospective Internal Customers
  19. 19. Sponsored by Because Neither Twitter nor Facebook Mandate Private,
  20. 20. Sponsored by One-on-one Contact,
  21. 21. Sponsored by And Most People Tend to Use these Social Media Tools very Publicly,
  22. 22. Sponsored by More Traditional Help Desk SaaS Offerings May Be a Better Fit
  23. 23. Sponsored by to Assure Confidentiality
  24. 24. Sponsored by Most Popular SaaS-based Help Desk Systems, Like and Zendesk,
  25. 25. Sponsored by Make it Very Easy to Convert Social Media-originated Requests into Support Tickets
  26. 26. Sponsored by If Your IT Department’s Help Desk
  27. 27. Sponsored by Has its Own Twitter Profile and Facebook Page for Students,
  28. 28. Sponsored by You can Use These Channels to Distribute Tips and Breaking News,
  29. 29. Sponsored by and Just as Important: Make it Crystal Clear Above the Fold
  30. 30. Sponsored by How to Properly Log IT Support Help Desk Requests
  31. 31. Sponsored by How Does Your Company Deal with Help Desk Requests
  32. 32. Sponsored by that Originate on Twitter and Facebook?
  33. 33. Sponsored by Please Share Your Tips and Hints in the Comments Area Below
  34. 34. Recommended Reading: IT Service Contract Secrets for Getting More Repeat Clients and Recurring Service Revenue Download this Free Special Report Now at ITServiceContractSecrets.comCopyright © SP Home Run Inc. All worldwide rights reserved.SP Home Run is a registered trademark of SP Home Run Inc.