Software as a service, or SaaS service desk software, is growing rapidly in popularity as businesses replace legacy help desk systems that can’t keep up with changing needs or that are becoming too expensive or complicated to maintain. Interestingly, the shift toward cloud service desk software is happening at the same time as the social media boom.
Many workers today want an IT service desk experience that is interactive and intuitive, much like using social media sites. Fortunately, there are several great ways to integrate your SaaS service desk with social media platforms, and this helps keep end users happy while streamlining aspects of service desk operations.
Here are 5 ways you can integrate your service desk with social media.
1. Add Twitter as a service desk communications channel. While relying on Twitter as your primary method of contacting the help desk may not be best (because who among us hasn’t become frustrated at repeatedly seeing the famous Twitter “fail whale”?), adding Twitter as a communications channel is convenient, and end users like having the option. Plus, it’s free and makes it easier to get in touch with your IT team wherever they are scattered. As long as you only distribute your service desk Twitter account to those who need it and have a staff member stay on top of the feed at all times, it can be a great way for end users to get relevant information and submit help desk tickets. Twitter monitoring can be incorporated into Salesforce Chatter, which integrates with some cloud service desk software, turning Tweets into service tickets automatically.
2. Make important IT announcements via social media. If you have an IT department Twitter account available to qualified end users, you can use it to get word out quickly if planned or unplanned events will affect them. For example, you can use it to announce that there will be a service outage next Thursday while payroll software is upgraded. Or if an unexpected problem occurs, even if it takes down the company network, you (and most end users) can still access Twitter on their phones. In this type of situation, Twitter can be a great way to keep end users informed about progress when there’s an unanticipated service problem.
3. Integrate Salesforce Chatter with your SaaS service desk software. Does your SaaS service desk software integrate with Salesforce Chatter? If so, users can send messages to a designated Chatter support address, which automatically converts them into service desk tickets. Once the incident is created, both service desk workers and end users can easily and intuitively communicate about the status of the incident using Chatter. With the standard email channel for communicating with IT, along with your self-service portal and Twitter / Salesforce integration, you give end users (and IT service desk workers) several options for reporting problems and receiving updates.
4. Don’t forget to inject some fun into it. If you’re implementing a new tool like a self-service portal, why not have a “door prize” drawing from the first 50 users who solve their problem using the self-service portal?
Or you could assign “points” to end-users every time they successfully solve a problem with the self-service portal and generate some friendly competition. Perhaps end users could nominate the “IT service desk worker of the month” when they get help that goes above and beyond what they expected. Interaction between IT service desk workers and end users doesn’t have to be strictly business all the time.
5. Build and promote your IT knowledge base using social media. Choose cloud service desk software that makes it easy to build up a knowledge base of known problems and solutions. You can then use social media to promote the knowledge base and to hook end users up with knowledge base of information that may allow them to avoid submitting a service desk ticket. While there will always be end users who demand that an IT person solve their problem, there are plenty of end users who are just as happy to solve problems on their own if they’re given the tools to do so. Integrating your service desk software with social media makes it that much easier for these motivated end users to succeed.
SAManage is SaaS service desk software that offers powerful tools for integrating with social media. The software can be integrated with Salesforce Chatter, which can then be used along with Twitter to provide more options for your end users to access IT services. SAManage is powerful, flexible, and customizable so you can tailor it to suit your enterprise perfectly and bring your service desk successfully into the social media era.
About Laura Miller
Laura Miller is the Director of Sales in North America for Samanage. She works one-on-one with customers ranging from SMB to Fortune 500, providing them with a modern way to look at service management. Laura's ITIL experience and ITIL v3 Foundations certification provides her with a unique understanding of the service management industry. Her guilty pleasures are anything chocolate, ice coffee, and reality TV.
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