Many small and medium-sized businesses end up using a homegrown help desk based on emails to manage IT services. This is a practice that could become extremely problematic as more organizations embrace social collaboration methods to support day-to-day operations.
According to a recent InformationWeek report, social collaboration is becoming a de facto method of teamwork and communication in the SMB segment. Social collaboration is important for SMBs because the traditional silos that exist in large businesses are not present. Instead, teams are less formal and more employees end up working in collaboration with one another and need to be able to get the job done effectively.
This is where social collaboration is key, the news source explained, as social networking alone is not enough to impact how people work. Social networking is about meeting people and gaining comfort, whereas social collaboration is about using intuitive tools to enable better teamwork.
Small businesses are becoming more dependent on technology all the time, and it is vital that the IT team, however small, has an effective collaborative relationship with employees depending on company services. This makes social functionality a key component of the help desk or service desk, making advanced solutions critical in the sector.