Hornbill has launched a new version of its IT service management (ITSM) product designed to use the power of Twitter to enable IT staff to reach out proactively to customers and respond to issues that might otherwise go unnoticed.
Supportworks ITSM Enterprise v.3.2 allows service desk staff to search for specific hashtags, words or phrases which can be pre-saved and scheduled to run automatically.
They can also track what their company's followers are tweeting and immediately provide service updates, the vendor said.
Other features include the ability for IT teams to reply to tweets from within the Supportworks software or raise an incident or service request directly from the tweet. When this happens, a new call form is opened and all the relevant information is copied over from the tweet.
Supportworks is also able to tally any tweets received by a company with records in its own database to enable a fully auditable record of interactions, boosting consistency across support channels, said Hornbill.
Chief evangelist of the firm, Patrick Bolger, argued that the ability to proactively address support issues is increasingly important for IT at a time when the workplace is filling up with more tech-savvy employees.
"We are increasingly seeing examples where users air their frustrations via social media channels long before contacting the service desk. In these instances IT is the last to know, which not only lets issues fester but can damage the reputation of support teams," he said.
"With Supportworks v3.2 service desks can discover, react and resolve requests via Twitter and create an auditable record of these interactions in the Supportworks database."
Hornbill has also updated the tool's mobile web client, allowing support staff on the move to complete tasks such as logging, updating and resolving requests via BlackBerry, iPhone or Android devices.
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