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Poorvi Jhawar

Recent Posts

Notification system for your end-user portal and help-desk tool

Posted by Poorvi Jhawar on Aug 6, 2019 10:53:39 AM


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Topics: DD Tech, DD Portal, Customer Success

Why is customer experience important for MSPs in 2019?

Posted by Poorvi Jhawar on Jun 26, 2019 11:21:08 AM

Customer experience includes anything that can leave an impression on a customer – support interactions, your website, and account management, etc. Most of the interactions that shape the customer experience for your MSP practice happen at the help-desk level with your IT help-desk ticketing system. 

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Topics: Business, msp business, Customer Success

PSA life vs. PSA life with a Customer Experience Platform

Posted by Poorvi Jhawar on Jun 26, 2019 11:18:28 AM

According to this report in Datto, standardization of services is the third biggest pain point in the MSP industry in 2018. Your PSA - Connectwise Manage and AutoTask is the backbone of your customer service, but it comes with limitations. You can provide a standard customer service by the industry norm, however with a customer experience platform you can elevate the experience to award winning. 

Deploying a customer service platform requires time and money. The returns can be quite high, but is the investment worth it? Use our comparison guide to decide for yourself.

Dive into PSA life vs. PSA life with a Customer Experience Platform - which is the difference between 'Good customer service' to an 'award-winning customer service'.

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Topics: Business, MSP Success, Customer Experience

6 Ways an efficient help-desk improves your bottom line

Posted by Poorvi Jhawar on Jun 26, 2019 11:16:01 AM

DeskDirector came into being out of necessity – there were no easy tools available in the MSP Industry to help with customer service.  

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Topics: Business, DD Tech, msp tools, Chat

5 must-try features of DD Tech

Posted by Poorvi Jhawar on May 20, 2019 2:47:16 PM

What is an ideal help-desk tool? A tool which sits on top of your PSA and aids in ticket resolution - because that is ALL your techs need on a daily basis. They are not using all the features of a PSA, all the distraction just slows them down. Hence we found a solution, DD Tech, a help-desk tool for Level 1 & 2 techs. It helps techs resolve tickets faster. What more, DD Tech integrates with your PSA, doesn’t require any training, and simplifies your tech’s job. Now, how cool is that?

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Try out the learning and on-boarding center

Posted by Poorvi Jhawar on Mar 11, 2019 11:33:15 AM


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Topics: Business, DD Portal, Customer Success

Hacks for improved customer service - Features checklist

Posted by Poorvi Jhawar on Mar 11, 2019 11:32:16 AM

‘Necessity is the mother of invention’ and that’s exactly how DeskDirector was conceived. We’re a service by an MSPs, for MSPs. When we say that we understand your struggles, we mean it. It is not a mere conjecture, but a first hand experience. 

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Topics: Business, DD Portal, Customer Success

Ticket Life-cycle management hacks in DeskDirector

Posted by Poorvi Jhawar on Mar 11, 2019 11:29:40 AM

Ticket management is one of the biggest hurdles faced by every MSP. Your aim is to stick to the SLA, avoid lengthy phone calls and get tickets resolved as effectively and efficiently as possible. Try these hacks which will save you time and money.

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Topics: Business, DD Portal

4 Concerns your clients have about your MSP – and how to address them

Posted by Poorvi Jhawar on Dec 5, 2018 3:03:09 PM

The MSP industry is unstoppable, with the market size expected to grow to USD $527.84 billion by 2022.  According to the Harvard Business Review, 57% of organizations view IT as an investment that drives innovation and growth. The industry is only a decade old and filled with great and not-so-great providers. The exceptional MSPs are differentiating themselves by giving their customers compelling IT support options. 

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Topics: Business, General, MSP Success, msp business

November Product Update: Improved engineer experience

Posted by Poorvi Jhawar on Dec 3, 2018 11:18:17 AM

This update marks our second-to-last product update, and we could not be more excited to share our hard work with you this month. This Christmas, give your customers and engineers the ultimate gift – improved experiences. 

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Topics: Technical, Business, DD Tech, DD Portal, product updates