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July Product Update: DeskDirector Tech & Talk: Welcome to Open Beta

Posted by Irina Kavchik on Jul 31, 2018 11:23:30 AM

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.

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Topics: Business, New Features, DD Tech, product updates, Chat, Live Chat, Connectwise integration

Ticketless Chat and Call Back: DD Talk Update

Posted by Irina Kavchik on May 30, 2018 11:16:22 AM

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.

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Topics: Business, DD Tech, product updates, Live Chat

April Product Update: DD Talk is in Beta and other goodies are available for you to try it out

Posted by Irina Kavchik on May 2, 2018 4:51:23 PM

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Topics: DD Tech, product updates, Chat, Live Chat

Sneak Peek: A New and Improved Chat in DD Portal

Posted by Irina Kavchik on Mar 22, 2018 8:49:07 PM

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. 

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Topics: Business, DD Portal, development, product updates, Live Chat

[Video] Is Live Chat Working great for your MSP Business?

Posted by Irina Kavchik on Nov 23, 2017 12:10:47 PM




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!

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Topics: Business, MSP Success, MSP Videos, Live Chat

6 Ways Chat Can Enhance Your Service Experience

Posted by DeskDirector Marketing on Dec 1, 2015 12:44:14 PM

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?

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Topics: Business, Live Chat