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Best Practice: Automating your Support Ticket Titles

Posted by Serena Cappellini on Sep 12, 2019 7:36:00 AM

This article will help you streamline all tickets coming through from the DD Portal and help your team to improve help-desk efficiency.

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Topics: DD Tech, MSP Success, Support, Customer Success, Best Practice

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

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

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

MSP's role in Business and Digital Transformation

Posted by Poorvi Jhawar on Nov 21, 2018 1:31:25 PM

The word ‘transformation’ is quite loosely used in IT organizations or managed service providers. If you work for one or are have a related service or product you probably hear the word several times a day. For some, transformation is on the verge of becoming a corporate ‘buzz’ word – used and abused. It further confuses people when you talk about transformation instead of promoting a discussion.

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Topics: Business, General, MSP Success, msp business

First Step on the Way of Creating a Dynamic Customer Experience

Posted by Irina Kavchik on Oct 19, 2018 11:07:54 AM

dynamic portal-1How can you be dynamic in the world of standardization? While you can keep your technology stack the same, you should be using a dynamic approach towards your customer experience initiatives.

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Topics: Business, MSP Success, Customer Experience

What is ‘Grow Better’? How does it apply to MSPs?

Posted by Poorvi Jhawar on Oct 15, 2018 2:02:45 PM

Infographic vector created by Dooder - Freepik.com

HubSpot organized their 4th Grow with HubSpot event this October in New Zealand and hundreds of marketers from all industries attended. ‘Grow with Hubspot’ is an annual event where HubSpot explores the changing face of business growth, and covers inbound marketing and sales tactics that can help businesses grow better.

At DeskDirector we follow the Inbound Methodology. We believe that through Inbound Marketing you are not succeeding alone, your customers and employees are succeeding with you. This methodology fits perfectly in the MSP industry - where your success is dependent on the success of your customers.  MSPs can establish a relationship of a trusted technology adviser with its customers by teaching them at every touch point. 

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Topics: Business, MSP Success, MSP Marketing, msp business, Customer Success

MSP Marketing: How to Train Your New Marketing Hire?

Posted by Poorvi Jhawar on Sep 20, 2018 11:39:10 AM

You've just hired a new marketing whiz for your team. The only problem is, they're not familiar with the specific requirements of the MSP space. How do you get them up to scratch quickly and ensure they have the tools they need to flourish?

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Topics: Business, General, MSP Success, MSP Marketing, msp business, elearning, Onboarding

DeskDirector Forms - Save Time and Money

Posted by Chris Le Sueur on Sep 13, 2018 11:41:52 AM

For a managed service provider the back and forth of email and telephone can be ineffective and time-consuming. It can take days and many attempts to get the right information from the user. This can delay and frustrate timely resolution.

Customized Forms are a fantastic way to collect all the necessary information needed by asking right questions up front. So we are happy to have DD Custom Forms - our own forms engine!  It's a native implementation living inside DeskDirector Portal as a first class citizen.

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Topics: Business, New Features, MSP Success, Forms, product updates

Custom Domain: The Hidden Power for Brand Value

Posted by Irina Kavchik on Sep 13, 2018 8:39:49 AM

DD Portal is one stop shop for all IT-related inquires, e.g. support requests, ticket history, updates, chat, invoices, quotes, learning and more - it should be one click away when they need it.

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Topics: Business, MSP Success, Features, Customer Experience