Strictly speaking, this technology is probably best described as ‘Social CRM’ rather than ‘ITSM’ but it’s a great example of pulling social feeds into a web service.
In a nutshell – you get a social summary of the person you are emailing.
The more information and context I have about my customer, user, reader, business partner – the better service I can provide.
If you are thinking about adding social data into your ITSM environment, or even questioning the value – then perhaps the items below will provide some food for thought.
I’m a big fan of Rapportive; the list below provides a quick summary of the strengths:
First of all, the technical stuff. It’s a Gmail add-on delivered via a Chrome plugin. It’s very easy to install and use, these things needn’t be difficult. The Rapportive panel replaces what were previously adverts within Gmail. In the interests of privacy I’ve used my own details (right).
Within My Workflow
You don’t need to leave your workspace to lookup anything. Everything you need is presented within the workspace you are working in without any hassle or additional windows or clicks. Just like pulling the pertinent details from an asset register into an incident record – I get to see the headlines and dig out into further detail if I need it.
I’ve worked with tools in the past that require you to link every single person to their social details manually. Rapportive just does it automatically, if I get an email out of the blue from someone new it automatically just grabs everything I need right within the email window. It’s awesome.
This is the most important bit – my email conversation is enhanced by social context and relevance. For the person I am corresponding with I can see their photo, job title, last few tweets, Facebook updates and other social accounts. It’s great information to have at hand when responding to someone new and saves time hunting around LinkedIn. This gives a much richer experience than just seeing some boring corporate auto-signature.
This is where things get really smart. I can also connect Rapportive to other web services accounts and it will cross-reference email addresses with those services.
For example I use MailChimp for my email newsletter so when I receive an email support request, query or business enquiry from someone via email Rapportive will tell me:
- Whether that person is already on my newsletter list and
- Which articles they clicked on within the newsletter
This is a huge advantage when responding. For example I will respond differently to someone that has subscribed to my newsletter for a year and read last month’s update compared to someone new.
Zero Lag Time
Finally, somebody else can worry about the computing power. Between them Gmail and Rapportive can worry about that. When I’ve used social CRM plug-ins locally (such as Xobni or Plaxo for Outlook) they tend to be compute hungry and slow down the email experience. Rapportive has its moments when it temporarily goes offline but it does not stop me from processing email.
The Right Price
Further info at www.rapportive.com