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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

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

Mapping the road in 2019 for the modern MSP

Posted by Warwick Eade on Jan 29, 2019 3:39:00 PM

 

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

How to make DeskDirector Project Successful? Part 2

Posted by Irina Kavchik on Dec 18, 2018 5:11:39 PM

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!

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Topics: Business, MSP Success, Customer Success

How to make DeskDirector Project Successful? Part 1.

Posted by Irina Kavchik on Dec 15, 2018 5:26:02 PM

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!

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Topics: Business, Customer Experience, msp tools, Customer Success

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