Archive for the ‘Social’ Category

Socializing the Help Desk – The Party Continues

May 25, 2012 1 comment

It’s impossible for an IT professional to go anywhere without hearing about the social media paradigm transforming the help desk function. Help desk software providers are rushing to augment their platforms with tools and technologies integrating social features and functions. The more advanced solutions not only embed Facebook/Twitter integration, but actually make these social platforms the center point of the solution (or in some cases at least provide the option for this). One could argue that social integration, like Facebook and Twitter, are probably more ideal for external customer (CRM) support.

After all, consumers are all about these platforms, so it makes tremendous sense to embed customer support where the customer likes to frequent. For internal help desk support, how much does social integration really help? Well, there are corporate social platforms now (like Yammer) where embedded help desk support would make life much easier for employees, especially if the network is successfully deployed and used to centralize other key processes and communications.  One of the more common employee gripes is the confusion and difficulty in reaching the help desk and getting timely support. Putting support where the user lives — in the middle of their social experience – could go a long way to improve the end user experience.

The below reprinted article discusses the social media paradigm further, and how it benefits both end users and the help desk itself. Enjoy.

Guest blog: Social media and the service desk – a powerful combination

Chris Rixon, principal solutions manager, BMC Software, writes for CBR on how the service desk can use social media to improve IT support

Social media is the pervasive technology of the 21st century and increasingly people are turning to it as the default source of information.

Whether they are trying to figure out how to solve a technical problem with a PC or looking for opinions on the best bars, the question will often be put forward through a social media channel.

This growing preference to seek information and guidance through social collaboration has clear implications for the IT service desk. With this perspective in mind, let’s consider how the IT service desk, together with social media, can optimise the customer experience of IT and support.

Focus on the IT service desk has grown as organisations look to align the IT user experience with the consumer interfaces with which they are most familiar. To do this they are providing interfaces that are accessible, intuitive and similar to other interactions end users have come to expect in their daily lives.

When IT service management tools are combined with social media they can help to improve the IT support experience by facilitating a rapid, efficient and customer-centric service.

The alliance of social media and the service desk
Social media tools used within an organisation allow a greater number of support specialists to be alerted to a problem, to contribute to the solution and to be educated about the solution for future use.

For example, with BMC’s Remedyforce, agents working on a help desk ticket can turn to Chatter, a collaboration tool created by to see if others are currently working on similar issues.

Chatter is an integrated social media platform for proactive team collaboration and is embedded within the help desk tool. The agent can look for posts by other agents who are dealing with similar problems. The agent can then recognise related incidents and assign similar occurrences to a single agent or group of agents who are already working on the problem, and therefore improve efficiency.

Related incidents can be tied together and the agent can do a root cause analysis of these related incidents. Moreover, the agent can create broadcasts within the social media tool that communicate messages to both IT staff and employees companywide regarding service outages or other IT events.

As with other social media applications, you can “follow” certain topics — other people, incidents, changes and even critical business services and assets. This allows you to be instantly alerted to any change in status for each topic followed.

Gauging the effectiveness of social media for the help desk
New service delivery models for IT service management, such as software as a service (SaaS) as well as emerging communications channels for support that include social media, will require changes in the way you traditionally measure the effectiveness of your services. That’s why you should re-examine your service metrics as you begin to rely more heavily on SaaS, social media and a more services-oriented approach to IT delivery.

If social media is to be used as a corporate support tool it may be useful to monitor how employees are using it to solve problems and how social media impacts staff and end-user satisfaction.

Some of the metrics to consider include the average speed to resolve problems, the reduction in e-mail volume related to problem solving and the increase in collaboration among agents and teams. In some cases, organisations might wish to measure the use and effectiveness of social media in addition to measuring its overall effect on IT service management performance.

Indications from early adopters of social collaboration technology in the context of the IT service desk are revealing some real and tangible benefits to this approach. When used as part of a larger help desk solution, social media can increase first-call resolution, reduce the mean time to resolution, significantly lower unplanned downtime and increase call deflection.

Looking ahead
If the saying is true that “two heads are better than one,” imagine harnessing the collective brain power of your entire IT help desk staff. Therein lies the power of social media. As part of your help desk solution, social media has the potential to greatly lower costs and increase productivity and efficiency — and most importantly, improve end-user satisfaction.

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It’s a “Social” — How to Get Your Help Desk Into the Party!

September 10, 2011 17 comments

We here at have been talking about the social/support paradigm — i.e. Facebook, Twitter — for quite some time now. We believe social sites like these provide an excellent forum for IT and CRM folk to augment and enhance their go-forward customer support strategies.

Be it internal help desk support or external customer care management, social site integration — as part of the overall support mission and strategy — is now critical. Users engage with these sites every day…in fact several times a day. Engagement begins where the users are…and the easier you make it for your users to engage…or complain…communicate…or simply report an issue…the better a job you’ll have in mitigating frustration and increasing response time and user satisfaction.

There’s a reason why help desk and CRM providers are increasingly integrating social support and integration into their software and platforms.  In fact, many vendors have already begun to introduce smart phone apps — for users and help desk technicians — taking social integration — and help desk support in general — mobile! As a help desk manager or software buyer/evaluator, it’s important you consider this increasingly important channel — social and mobile! — when making updates and changes to how you provide your support.

We came across the following article in InformationWeek and thought we’d share it as part of this quick write-up — How Social Can Improve Customer Service: Expert Advice. We suggest you give the article a read to get some interesting insights and perspectives into social site usage and how it’s changing…if not bettering…the help desk.

Here’s a quick excerpt:

Kate Leggett, senior analyst at Forrester, said it’s important for organizations to understand what communications channels customers want to be interacting on, then develop a social networking service model from there. For example, “once you have established that Facebook is the right medium to engage with your customers, you can offer customer service either from a separate tab on your Facebook page or by listening to comments on your Facebook page and engaging customers who need help.”

Leggett added that there is no right way to set up customer service presence on a social network, but that there are some basic tenets companies need to follow. For example, if you do decide to leverage Facebook, “ensure that your customer service services are tied back to what is offered by your company on your site, and ensure that you follow the same business processes for inquiries routed over Facebook as what you offer from your company website [so] that Facebook is not seen as a backdoor to your customer service organizations.”

Social networks can provide important data on the problems customers are having most often, as well as the products they would like to see changed (and how)–but only if you listen.

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