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Phill Claxton

Recent Posts

Chat Comes to DeskDirector Web | Upgrade Your Client Experience

Posted by Phill Claxton on Jan 13, 2016 8:00:00 AM

Many of our great partners are taking up chat as a way to improve the efficiency of their service team and upgrade their client experience. Check out our article on this

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Topics: Business

Happy Holidays from DeskDirector

Posted by Phill Claxton on Dec 24, 2015 10:28:28 PM

As another great year comes to an end we wanted to make sure we thanked all of our fantastic partners for their business this year, you are all truly valued and DeskDirector is what it is thanks to you all.

We've loved working with you to improve the experience your clients get. We've got even more on the way into next year and can't wait to work with you all in 2016!!

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Client Experience Award 2015 | MSPs Competition

Posted by Phill Claxton on Nov 18, 2015 12:05:36 PM

DeskDirector was proud to give its Client Experience Award for 2015 to Covenant Technology Solutions, Gladstone, Oregon as part of the ConnectWise IT Nation event in Orlando, Florida on Thursday, 12th November 2015.

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Topics: Business

Who to search for at IT Nation

Posted by Phill Claxton on Nov 4, 2015 12:24:47 PM

Once again ConnectWise's IT Nation event is bearing down on us. Just next week, November 11-13, MSPs from around the world will be converging on the Hyatt Regency in Orlando.

This year promises to even bigger again, now location, 186 sessions and over 100 vendors sponsoring!

In all this craziness there is always vendors that you may miss, so that's why we present DeskDirector's "Who to search for at IT Nation".

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Topics: Business

The Importance of Managing Customer Expectations

Posted by Phill Claxton on Oct 30, 2015 10:00:00 AM

Many MSPs are turning to customer satisfaction tools like Nex.to and Client Heartbeat to measure how satisfied their customers are with their service. While this is a very important step in gaining evidence as to their performance, real customer satisfaction starts with knowing customer expectations.

“The first step in exceeding your customer’s expectations is to know those expectations.”
Roy H. Williams

The major challenge with knowing customer expectations is that they are a difficult beast to control.

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Topics: Business

How You Can Impersonate a Client | DeskDirector

Posted by Phill Claxton on Oct 29, 2015 3:38:57 PM

Often when our partners are setting DeskDirector up for their clients, they want to make sure they have it all set up right, and the end user gets a great experience.

Well we had this in mind when we built a brand new feature launching today, impersonation.

In this One Minute Wednesday we explore how you can use this to impersonate a client and make sure they get what you want them to get and nothing more.

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Topics: Business

Introducing Notifications in DeskDirector Web

Posted by Phill Claxton on Oct 8, 2015 8:43:51 AM

We've been seeing a steady increase in the use of DeskDirector Web at our great partners. With many seeing it as an easier to deploy option to give clients access to the benefits of DeskDirector.

At the same time notifications are a great way to alert clients to issues, reducing ticket load and also to keep them informed on the status of tickets.

The problem is, in Web there is no desktop alert, that is until now.

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MSP Learning Event in Melbourne | DeskDirector

Posted by Phill Claxton on Oct 1, 2015 4:59:13 PM

DeskDirector is proud to be part of a new MSP focused learning event in Melbourne.

On the 20th of October 2015, Phill Claxton from DeskDirector, will be presenting along with representatives from several other software companies.

The purpose of this free event is to share some of what these companies have learnt from their interactions with other MSPs and from building software or services that serve MSPs.

If you plan to be in Melbourne around this time, head over to the following link to register, it's free;
Register for the MSP Learning Event

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Topics: Business

Keeping DeskDirector Up to Date | Use Your RMM

Posted by Phill Claxton on Sep 4, 2015 3:42:41 PM

The team here are working on new ways to keep DeskDirector up to date at your clients. In the meantime however we show you how you can use your RMM and some scripting to ensure they are always running the latest version.

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How to Learn From and Engage With Your Website Visitors | DeskDirector

Posted by Phill Claxton on Aug 5, 2015 4:46:24 PM

Knowing what visitors do on your website allows you to make decisions about what is working and what to change. 

There are many tools around that allow you to do this, but we've never found one as complete and cost effective as Hotjar.

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Topics: Business