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

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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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DOCUMENT INFO
Description: 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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