Why Helpdesk should be Social?

January 27, 2012 | Author: Sandeep Sharma


Today's Friday post is dedicated to support agents and those who organize helpdesk service. Here are two interesting stories about why the customer support system should be social. The first story was created by the guys from the helpdesk-service Zendesk (watch video). It's about the support agent who is always hanging on the phone, repeating the same phrases and answering the same questions. The second story is pitched by IBM with really scary title - "The Man Without Email". Here is he:



This is Luis Suarez, who had been working for a long time in IBM technical support and now he is working just as IBM celebrity, known for living outside Email. Instead of email, he responds to all incoming requests only in social networks - Twitter, Facebook and guess what else? That's right, in IBM Connections. And due to the fact that all his answers are public, he rarely receive the same  questions again and again. In result, Luis has a lot of spare time and he even lost 22 pounds!

See also: Top 10 Helpdesk software

Author: Sandeep Sharma
Sandeep is a marketing expert with a wealth of knowledge in various domains: customer relationship management, social media management, advertising, search engine optimization, website building, Sandeep has established himself as a multifaceted professional. He honed his skills while working at Salesforce and Hubspot, where he gained invaluable insights into the industry. Now, as the proud owner of a small advertising consulting agency, Sandeep continues to provide innovative and effective strategies to businesses, helping them thrive in the competitive landscape of digital marketing. You can contact Sandeep via email sandeep@liventerprise.com