It’s an understandable fear for service desks: how can we embrace social media but keep our internal IT matters private on public forums? This question was aired several times during the breakfast briefing at the ServiceDesk & IT Support show (SDITS) and, fortunately for me, I was sat next to an individual who described a logical and elegant solution.
“When a customer logs an incident on Twitter, we send a message: ‘thank you for logging your call, click this link to receive a status update’. The short link takes them to our service portal, and they have to log in before they can see anything,” said Pat Bolger from Hornbill Systems.
An intelligent solution discovered quickly by sharing knowledge, this is why live events such as the ServiceDesk & IT Support show continue to be an essential visit, even as the online conversation grows louder.