What I currently do in my job and which digital tools I actively use

I work in the ICT sector at a company that operates in both the consumer and corporate customer markets, as well as in various international markets. In this context, I focus on services provided to consumers, as I work primarily with consumer-facing products.

The company offers telecommunications connections and solutions to customers. In addition, it provides a wide range of TV services, such as IPTV services, recording services, and end-user devices. The product portfolio also broadly includes data storage services, cybersecurity services, end-user devices and their support, as well as home security solutions and home battery services for household electricity needs.

My current role involves customer service in its entirety. My task is to identify the solutions that best suit customers’ needs and to support them in using these services as well as in problem solving. In addition, I assist with billing-related matters and other contract issues. In the background, I participate in service quality assurance and product development through various task forces and projects, as well as in internal process development.

In my daily work, I actively use various digital tools, most of which are internal and covered by corporate confidentiality. In general, I can mention a few tools that I frequently used to facilitate my work tasks. I use Mobile authentication in relation to identifying faulty situations and narrowing down authentication issues on our company’s self-service pages. Although I am not part of the company’s social media team, I still use platforms such as Facebook, Jodel, and TikTok when I need to respond to company-related matters, discussions, or inquiries that may appear there. YouTube is actively used at my work as a source of information, especially in customer support. YouTube contains a large number of device guides and reviews, and our company also publishes support videos there for customers, which I can make use of in my work.

Five social media tools that I could start using in my job

In my job, data protection and the proper handling of internal information are extremely important. For this reason, great discretion must be exercised when using external tools, and no customer data may be entered into them. I can only use applications with publicly available information, which significantly limits their possible use. However, in my work tasks I could still make use of tools such as ChatGPT, Issuu, DeepL, Miro, and Blogger.

ChatGPT: ChatGPT can be used for many purposes. In my job, I could primarily use it as a support tool, for example in customer communication and for finding appropriate ways to express things when my own resources are already exhausted. In addition, I could use this tool to find technical instructions both for myself and for customers in situations where my own knowledge is limited. One of the strengths of ChatGPT is its conversational nature, which allows me to ask questions in a human‑like way and receive answers more easily than through traditional “Googling.” However, it is important to remain critical of the responses. The answers cannot be trusted blindly; instead, they must be evaluated through the lens of one’s own expertise.

Issuu: I could use Issuu, for example, when launching a new product or operating model while producing internal materials for employees. Instead of a PDF file or a PowerPoint presentation, a flipbook-type solution could be used as the presentation format, as it would be clearer, easier to read, and present the information in a more meaningful way. However, there are some open questions regarding whether the necessary information can be reliably uploaded to the free version and whether it is financially sensible to pay for the service when other alternatives already exist.

DeepL: In my job, I interact with customers in Finnish, English, and to a limited extent also in Swedish. However, our customers also include individuals who do not speak any of these three languages. Our company’s websites are available only in these three languages, and not all information is available in languages other than Finnish. The DeepL tool would be a great help in customer service, especially for email communication and chat services, as it would allow me to serve customers better in a language they understand and to easily translate public information into different languages. However, it is important to consider the risk that a translation may not be fully accurate, which could result in sharing potentially unreliable information about important matters. This risk increases if I have no basic knowledge of the language into which the information is being translated.

Miro: Miro could be utilized within my own team when we are designing operating models together or working on other group tasks. At the moment, we are not using Miro, which I consider a significant shortcoming, as it would have been exactly the right tool in many situations. The main limitation is a strong, and even rigid, resistance to change within the work community. Things are done in a certain way simply because that is how they have always been done, and there is neither the time nor the willingness to familiarize oneself with new tools.

Blogger: Blogger could be a new form of customer service, an additional channel alongside the existing ones. Blog posts could be written on topics that concern our customers. These could either focus directly on solving customer problems or be more general articles related to the industry. With the help of analytics, it would be possible to gain a good understanding of what customers are genuinely interested in, and potentially also include marketing for our own services. However, is there truly demand for this in addition to all the other information already available? Certain customer segments would certainly benefit from it, but whether the benefit would be significant enough to justify the investment financially is another question.

To adopt or not to adopt new digital tools?

There are countless digital tools available today, and a great deal of time can easily be spent or wasted using them. Careful consideration should be given when selecting the tools that are truly necessary. On the one hand, digital tools can make work tasks easier and faster and create new ways to serve customers and manage information. On the other hand, they can also increase workload and waste resources. A new digital tool should not be an end in itself. It must have a real and necessary purpose. The tool should provide added value, improve efficiency, and be reliable and user-friendly.

What did I learn?

I learned about myself that I still have a long way to go in getting familiar with and making greater use of social media and digital tools. In my current job, I may not be able to utilize them very extensively, but in my studies and in the future, when facing new challenges, it would be a significant advantage to have a broad understanding of the different possibilities available. While writing this blog, I became familiar with many tools that were previously unknown to me. In the back of my mind, I also began to consider several potential use cases for them beyond my current job responsibilities.