 |
Resources | Projects | Site Map & Navigation Help | Expinion.net | Policies |
|
HOME
|
|
HelpConnection.NET - Twitter Help Desk SoftwareNow you can find, capture and send Twitter tweets, from your help desk admin area."Helpdesk software just got social!" 
 Table of Contents
Can Twitter be used as a Help Desk? :: Why not Twitter alone? How Help Desk Software Can Use Twitter :: Finding Twitter Tweets :: Capturing Twitter Tweets as Tickets :: Sending Twitter Tweets :: Using Other Twitter Functions Why Twitter?Twitter is a short messaging service (SMS) phenomenon; it's huge. In 2008, Twitter went from 22nd place in social network rankings to third place, with even more growth in 2009. More Twitter Stats But most importantly, Twitter is probably being used by your existing customers and potential customers to talk about their experiences and to ask questions ... and your competitors may already be tweeting them. Why is Twitter so popular? For your customers, tweeting is fun, fast, great for the ego, and mobile. Twitter is designed for text messaging... updating the world about what you're doing, and finding info from your cell phone For businesses, think of tweeting as a way to text message your news or individual messages out to millions, using an established medium. One tweet can be picked up by millions around the world, so your customers now have power! But will they use that power for good or for evil?! If the messages are positive, tweeting has a massive marketing potential, but if the tweets are negative toward your company or product, you need to do damage control, fast! With so much control in the hands of the consumer, many believe that social networking will eventually outpace internet and email use. (So they say... but for now, we still need the internet and emails too.) Since anyone can use Twitter as a giant, world-wide Request for Information (RFI), why search? Let others contact you! Can Twitter be used as a helpdesk?Not by itself, but it's an important communication medium to get your message out, if it's what your customers are using! Denying the importance of social media today can be compared to ignoring communication innovations of the past - such as telephones, television, the internet and email. Not wise at all! Your customers are using PDAs and mobile phones more and more, most likely texting will increase over time and social media will continue to grow. Potential customers all over the world are tweeting for advice on products and services. (Your company can be in on that, while still maintaining all the other means of excellent customer service.) Using Twitter and helpdesk software means that you'll have knowledgebase article links that you can use in your tiny Twitter tweet message. Or, tweet your customers providing an email address for your service desk. This is another way to get an instant ticket providing the individual with a new account automatically (if they don't already have one), and you can now answer their issues privately. In the meantime, other Twitter users (existing and potential customers) are seeing your company as a caring, proactive business that provides fantastic customer service! (Get great PR while providing customer service!) Why not Twitter alone?There are some good reasons why Twitter alone (without the backup of good helpdesk and knowledge base software) is not ideal.
How Help Desk Software Can Use TwitterHelpConnection is a full customer service software system, that handles all the usual mediums of customer communications, plus Twitter. This includes online KB articles, forms for your site, emails (incoming to create a ticket and outgoing), and forms for customer service agents to use when customers telephone. This is important, because as great as Twitter is... you should be open to the other popular means of communication too. (As long as all those contact mediums gather the data into one single resource.) Finding Twitter TweetsFrom the HelpConnection admin, Twitter Cloud Management tool, you can establish phrases that should be searched regularly. Since there several million tweets per week, you need to minimize the results. Try using your company name or specific product names. If your business has a local market, name the city or neighborhood.Capturing Twitter Tweets as TicketsMany tweets won't need a response. But important tweets that may require an action can be made into a ticket at the click of an icon. Read more about HelpConnection's Twitter Capture Process.Sending Twitter TweetsWith HelpConnection, you can send tweets while working on any ticket or issue, no matter how that ticket originated. Or, tweet a reply to someone's existing tweet. Send a brand new tweet to Twitter to announce news or updates to important activities.Using Twitter's Other Functions via the Helpdesk SoftwareWhen your twitter account information is entered into your agent profile, you can also click on the following Twitter function icons from within the help desk software admin area.My Messages: Shows a list of tweets authored from your Twitter account. Direct Messages: List of private tweets (DM) sent directly to your Twitter account. Mentions Me: List of tweets that reference your username (@username), including replies. My Followers: List of Twitter users that are following your tweets. My Friends: List of Twitter users that you are following.
|
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
