DD Tech is a user-friendly ConnectWise console for Level 1 & 2 help-desk technicians to work on tickets. Currently, it is not fully available for Autotask, but we are working on it.
In April we hurried to introduce DD Talk (our new chat system) to the world. We were very pleased and blown away by the overwhelming amount of interest for a new chat system. So, we made a rush… we introduced DD Talk Beta version a bit too early when it wasn’t fully ready for a public release.
A new chat is going to provide you with greater functionality than the old chat system. It is also bringing a change to the main portal page design*. So, let's start from the beginning.
Is your MSP business getting the most out of your live chat support? In this video episode, you will learn how you can achieve better results when implementing live chat.
What thinking and decisions as a managed service provider you should make before introducing chat to your customers? Check it out!
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?