Efficiency plays a key role in managed service provider (MSP) profitability. Without repeatable processes in place, it’s difficult to manage incoming service requests, train new techs, and scale your business. Top MSPs invest in a PSA — like ConnectWise Manage or Autotask — to gain a robust IT help-desk Ticketing System that centralizes and streamlines service requests.
The way in which customers wish to communicate with your MSP is rapidly changing. It has been widely noted that different generations prefer different channels for communicating. According to Forrestor, voice is still the most used communication channel for service, with over 73% of customers using it.
However chat is becoming increasingly popular with adoption rates rising from 30% (2009) to 43% (2012) (Forrestor). Surveys has shown it has the highest satisfaction ratings for customer service channels with 73% satisfaction, compared to 61% for email and 44% for phone. This is why there are an increasing number of MSPs looking at using chat as part of their service delivery process.
So for an MSP what are the advantages of providing chat as a method of communication for customers?