http://ITServiceContractSecrets.com 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?
Courtesy of the
Small Business Computer Consulting Blog
http://blog.sphomerun.com

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Is this
Multi-channel
Approach,

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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”

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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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SP Home Run is a registered trademark of SP Home Run Inc.