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Poorvi Jhawar


Recent posts by Poorvi Jhawar

4 min read

Why is customer experience important for MSPs in 2019?

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.

Topics: Business Customer Success
11 min read

PSA life vs. PSA life with a Customer Experience Platform

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.

Topics: Business MSP Success Customer Experience
4 min read

6 Ways an efficient help-desk improves your bottom line

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.  

Topics: Business DD Tech Chat
14 min read

Improve help-desk efficiency with DeskDirector

By Poorvi Jhawar on Jun 18, 2019 5:16:01 PM

With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!

Topics: Help-Desk Efficiency
15 min read

Service Customization with DeskDirector

By Poorvi Jhawar on Jun 18, 2019 4:48:33 PM

With full access to our demo instance, you will be able to try all our features below. This is a great way to dip your toes in the water and see if DeskDirector is a good fit for you. Over here, we take you through a step by step so that you can set up the instance the way you want!

Topics: Service Customization
3 min read

Try out an effective approval system with DeskDirector

By Poorvi Jhawar on Jun 18, 2019 1:38:36 PM

 

Topics: Approval System
4 min read

How can you help your customers with learning using DeskDirector?

By Poorvi Jhawar on Jun 18, 2019 1:36:59 PM

 

 

3 min read

How to manage tickets in DeskDirector?

By Poorvi Jhawar on Jun 18, 2019 1:36:07 PM

 

2 min read

Try out the learning and onboarding center

By Poorvi Jhawar on Mar 11, 2019 11:33:15 AM

 

Through DeskDirector, you can on-board your clients in a seamless process and educate them about your services. You can also use the Learning Center to make your customers efficient - encouraging them to solve minor issues by themselves.  Experience it all be yourself. 

Topics: Business DD Portal Customer Success
2 min read

Hacks for improved customer service - Features checklist

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. 

Topics: Business DD Portal Customer Success
3 min read

Ticket Life-cycle management hacks in DeskDirector

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.

Topics: Business DD Portal
5 min read

4 Concerns your clients have about your MSP – and how to address them

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. 

Topics: Business MSP Success
2 min read

November Product Update: Improved engineer experience

By Poorvi Jhawar on Dec 3, 2018 11:18:17 AM

This update marks our second-to-last product update, and we could not be more excited to share our hard work with you this month. This Christmas, give your customers and engineers the ultimate gift – improved experiences. 

Topics: Technical Business DD Tech DD Portal product updates
5 min read

MSP's role in Business and Digital Transformation

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.

Topics: Business MSP Success
4 min read

MSP Review: What value does a client portal bring to your customer service?

By Poorvi Jhawar on Nov 12, 2018 11:07:40 AM

The MSP industry has shifted their thinking from wondering if a client portal is needed to asking what value it brings. LANcom Technology was a pioneer behind these radical changes. Hear what Priscila Bernardes, Customer Experience Manager at LANcom Technology, has to say about the value DeskDirector bought for her and her customers. DeskDirector has been a resounding success with LANcom, with more than 70% of their tickets submitted through the portal.

Topics: Business DD Portal
5 min read

Onboarding and learning problems solved through an MSP client portal

By Poorvi Jhawar on Oct 25, 2018 4:49:56 PM

 

 

Topics: Business DD Portal Customer Success
4 min read

How to set up an effective approval system through an MSP client portal

By Poorvi Jhawar on Oct 25, 2018 4:37:49 PM

 
 

Topics: Business DD Portal Customer Success
5 min read

Desktop vs Web – which platform of DD Portal is right for you?

By Poorvi Jhawar on Oct 8, 2018 11:02:00 AM

Many clients ask us about the differences between these two platforms, and whether they should choose one over the other. The truth is, there actually aren't many differences between the two versions. At DeskDirector, we believe in feature parity across platforms. The reason we cater to different platforms is that all customers want to engage at their convenience.

Topics: Technical DD Portal Deployment

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