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.
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'.
DeskDirector came into being out of necessity – there were no easy tools available in the MSP Industry to help with customer service.
‘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.
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.
In this video, we ask Priscila, a client experience manager from Lancom, how does she explain the value of DeskDirector to clients versus using email?
As well as how to introduce DeskDirector to clients that "won't change", someone who used to call you whenever they have an issue? Learn great tips from our top-performing MSPs!
In this video, we interview Priscila, a customer experience manager from Lancom Technology. Priscila is in charge of creating great customer experiences by leveraging DeskDirector products.
Watch this video to learn how to explain the value of the portal to prospects and how to make it work from a day one for your clients!
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.