Discover, react and resolve service issues using social channels
The service desk landscape is changing, fuelled by innovations in IT of which social media plays a key role. There is a growing demand from service desks to be able monitor the social channel within a service management solution.
Supportworks ITSM Enterprise v3.2 now enables service desk teams to proactively reach out to customers on the social channel Twitter. Instances of users airing frustrations via social media channels long before contacting the service desk are increasing rapidly. IT is often the last to know, which not only lets issues fester but can damage the reputation of support teams.
With Supportworks ITSM Enterprise v3.2 service desks can discover, react and resolve requests via Twitter and create an auditable record of these interactions in the Supportworks database.
For more information, or to arrange a demo, contact us.
