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