Social Media and the New Service Desk

15-Jul-2010 - 15-Jul-2010

This session will focus on using social media tools to examine your customers’ satisfaction. Way back in the nineties we would email a survey; but somewhere along the way, our customers started venting on the internet. Some chose to tweet their frustrations, some chose to just leave the organization through sites liked LinkedIn and, much to our surprise, some became fans on Facebook and YouTube!

You’ll learn:
• Where to watch for customer satisfaction in this new "Social World"
• What resources are required to keep on top of an evolving world of networks and sites
• Steps to engage your customers when you notice satisfaction is not where you expect it to be
• When and how to allow transparency within your support organization against the social web

• How to have that talk with Senior Management, that now is the time for you to be listening outside your normal channels

Following Chris’s presentation, Matthew Neigh, Marketing Manager at Cherwell Software, will briefly build upon his discussion and present how Cherwell is leveraging Social Media to stay on top of the ever-changing landscape.

We will wrap up with a Q& A session with Chris.

Click here to register

Chris Dancy is founder of ServiceSphere™, an organization dedicated to helping IT organizations successfully adopt ITSM tools and ITMM practices. Chris has over 20 years of experience in IT. With experiences ranging from service desk manager, presales engineer, best practices consultant, as well as sales and marketing executive, Chris has a unique view of the IT space from his social media control center.
Known as @servicesphere on Twitter, he is a visionary and pioneer in the use of social media for IT service management.
Hosted by Matthew Neigh featuring Chris Dance, Founder, ServiceSphere

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