People increasingly turn to social networking as a source of information in all areas of life. You might go on Facebook and ask who made the banana pudding for the neighborhood potluck and if you can get the recipe. Or you might ask if any of your mechanically minded friends knows what it means when your car makes a strange noise. People are also using social networks for help with computer problems, both at home and at work.
While this type of social crowdsourcing can’t replace traditional support channels, it’s a welcome tool for those experiencing technical problems and for those running the IT service desk too. Top IT service desk software providers, including Samanage, offer social integration with their software, helping IT professionals and end-users alike.
What Is Chatter?
Chatter by Salesforce is a popular business social media tool used by businesses so that employees can collaborate instantly and maximize efficiency. Chatter is a secure work-based social network that helps end-users work better with each other and with specific internal service providers like the IT help desk. Suppose an end-user has a problem with a printer. She can go on Chatter and ask to the network at large, “Hey, is anyone else having trouble with the printer on the second floor?” and possibly get an answer. If she doesn’t, she can use Chatter to ask the IT service desk for help too. Since Chatter pushes updates automatically, our end-user will know as soon as someone answers her question.
Samanage Integration With Chatter
When a social network like Chatter is integrated with IT service desk software like Samanage, the result is more problems solved more quickly. An agent that sees the previously mentioned end-user’s printer problem on Chatter can check to see if other IT workers are dealing with a related problem and direct the inquiry to the proper person.
Integration of service desk software with social media makes it easy to see related incidents springing up and detect patterns early so that someone can get to the root of the problem and help several people at once. Social media can also be used to broadcast messages to all employees about important service outages, upgrades, or other events affecting them. Social networking can even be integrated into your IT asset management system, making it easy to log changes in IT asset status.
Benefits of Social Integration With Your Service Desk
The integration of social network software with your IT service desk harnesses the collective problem-solving capacity of the entire service desk staff. When a problem is solved, solutions can be added to the service desk knowledge base for future reference. Social media software integration with your IT service desk software can increase your service desk’s first call resolution rates, cut down on resolution times, deflect easy calls (“Pat was about to install a new toner cartridge. Printer should be back up momentarily.”), and reduce unplanned downtime.
Integrating social media with your IT service desk software adds an element of crowdsourcing, which can solve many of the easier problems the service desk deals with regularly. It’s a great adjunct to your service desk self-service portal and knowledge base.
Samanage integrates seamlessly with social software like Chatter, allowing Chatter users to send messages to the support address and have them automatically logged as new help tickets. End-users can search Chatter’s knowledge base and often resolve issues without ever having to create a help ticket. People are comfortable using social media to get answers to personal and work questions, and integrating it into your IT service desk adds another channel through which end-users can get the answers they need. Learn more here.