How strict are you with your service desk team on the topic of social media?

“Organisations that don’t allow staff access to social networking websites risk alienating the next generation of workers”
Support World Magazine

Those service desk managers who don’t allow their team to use social media could be missing a trick. Nowadays, customers often relay feedback of the company/service desk using social media. If you have a presence on social media then you are more likely to measure customer satisfaction. In SDI’s recent ‘UK Service Desk Benchmarking Report’, Daniel Wood (author) found that 17% of respondents did not measure customer satisfaction. This is alarming, given that many service desks measure their success due to feedback and perceptions from their customers. Using social media as a tool to gain customer feedback is a great way of getting responsive answers. Read more on this article>>

Use social media in your service desk team to your advantage with the Social Media Governance toolkit. The Social Media Toolkit helps organisations create an effective governance structure around their social media activities. Social media is, for many organisations, a critical part of how they speak to customers, partners and stakeholders; for others, social media is a dangerous distraction.

Dealing effectively with social media requires a joined-up approach that is aligned with the objectives and risk appetite of the business – a governance approach.

See the advantages social media can bring with this toolkit >>

Social Media Governance Toolkit Social Media Governance Toolkit

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