There was this interesting conversation going on between @shekharg and @anilchop on twitter today. Shekhar was weighing pros and cons of 'Twitter for businesses' (tagged: #T4B). Anil made a remark where he said, “Twitter could make the help desk more mobile.”
Come to think of it, that remark did make a lot of sense. For instance, I have been following the tweets of @serverbeach and @woopra on my account, since our site is hosted on ServerBeach and we are using Woopra as one of our analytics tool. It has been beneficial for me as I get to know about their update activities, promos, etc. So while previously I used to give grief to the IT department about Woopra not connecting; now I know when and for how long the analytics tool is going to be offline. For the guys at Woopra, getting this across to their thousands of users is just a matter of tweeting through SMS, Internet enabled phone, or Internet on PC. This potentially avoids thousands of help desk queries, perhaps. That is my take.
Now I have had my support issue with @relianceworld, where they first replied to my tweet asking me for my contact details, and pulling a disappearing act on me. But that is a different story.
If a business is ever so inclined, I think, twitter as a medium to make help desks more mobile should click. Please feel free to agree, disagree, or add your opinion - by either commenting here or joining the conversation on twitter.
If you are a business and want to join in on the twitter craze, you might want to start by reading articles such as this one: 50 Ideas on Using Twitter for Business
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written by PerezTabatha, February 27, 2010
written by Daniel, November 03, 2009
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