“Organizations that don’t allow staff access to social networking websites risk alienating the next generation of workers”
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 about this article >>>
Use social media in your service desk team to your advantage with the Social Media Governance toolkit. The Social Media Toolkit helps organizations 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.