Telecommunications companies today provide services and support that reach untold numbers of individuals all over the world. But the services and products they provide rarely function alone. These products interact with a multitude of different devices and services from other companies. More and more companies and industries are finding themselves in a complex technology ecosystem. This complex ecosystem often proves problematic for a company’s technical support team and its customers.
While nearly all the information at TSW 2012 was useful, several trends stood out as the dominant factors facing technology-industry tech support today. Cloud, big data and global services led the discussions as everyone tried to figure out how these heavyweight factors applied to their business.
Technical support often calls to mind splitting headaches and one hand sandwiching a phone against a sweaty face while the other runs through hair thinning with each delay. Keeping your users happy and your technical support engineers with a full head of hair is a top priority for any company. Most businesses view the social media approach to technical support as a way for users to vocalize frustrations, but it really offers so much more. To expose the rest of this technical support iceberg, we’ve compiled a list of 5 unconventional ways to leverage social media as a medium for technical support.