We here are at DeskDirector work very hard to revolutionize customer service for your end-users. This often means - a continuous improvement of the product. This sprint update we show you the new intuitive admin console which will dramatically reduce your set up time, sticky notifications to make sure all your clients are informed of the critical messages and other massive improvements to make you and your help-desk team more effective and efficient. See how DeskDirector further empowers your PSA - ConnectWise and Autotask.
4 min read
Why is customer experience important for MSPs in 2019?
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
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
How Top MSPs Create a Best-in-Class IT Ticketing System
Efficiency plays a key role in managed service provider (MSP) profitability. Without repeatable processes in place, it’s difficult to manage incoming service requests, train new techs, and scale your business. Top MSPs invest in a PSA — like ConnectWise Manage or Autotask — to gain a robust IT help-desk Ticketing System that centralizes and streamlines service requests.
Topics: Business MSP Success
5 min read
6 Ways an efficient help desk improves your bottom line
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
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
16 min read
Service Customization with DeskDirector
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
2 min read
Important Communication for HUD and WPF Users
We will stopping support and development on HUD and WPF products starting from the 1st of July 2019.
Topics: Technical DD Tech DD Portal development important updates product updates Support Product
3 min read
Must-Try Features of DD Tech
What is an ideal help-desk tool?
A tool that sits on top of your PSA and aids in ticket resolution - that is ALL your techs need on a daily basis. They are not using all the features of a PSA, and the distraction just slows them down.
Hence we found a solution: DD Tech, a help-desk tool for Level 1 & 2 techs.
It helps techs resolve tickets faster - whilst fully integrating with your PSA - and doesn’t require any training. Just click to open and start using.
Now, how cool is that?
Topics: Business DD Tech
2 min read
Try out the learning and onboarding center
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
‘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
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
2 min read
Mapping the road in 2019 for the modern MSP
Topics: Business DD Tech DD Portal product updates
4 min read
Wrapping up 2018 | Climbing the summit
The year is coming to a halting end with some fantastic wins by DeskDirector. Now you can provide the customers with the effortless service you have always wanted with our custom forms, DD tech, email templates, our new user-interface and OAuth integration.
Topics: New Features DD Portal product updates Customer Success
1 min read
How to make DeskDirector Project Successful? Part 2
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!
Topics: Business MSP Success
1 min read
How to make DeskDirector Project Successful? Part 1.
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!
Topics: Business Customer Success
5 min read
4 Concerns your clients have about your MSP and how to address them
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
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
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
Client communication portal - new & improved
We are pleased to announce that our improved portal UI is ready to go! We made a huge interface revamp to the main request support page.
In this article, we introduce you to the new and improved request support page of our client communications portal, explain what’s changed from the current design and what benefits you get from it. Let’s dive in!
Topics: DD Portal product updates Chat Customer Success
4 min read
MSP Review: What value does a client portal bring to customer service?
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
4 min read
5 Benefits of Using DeskDirector Support Portal
Topics: Technical msp tools Support Product
6 min read
October Product Update: Quick Wins with a New Portal UI
Topics: DD Portal product updates Customer Success
5 min read
Onboarding and learning problems solved through an MSP client portal
Topics: Business DD Portal Customer Success
4 min read
How to set up effective approval systems through an MSP client portal
Topics: Business DD Portal Customer Success
2 min read
First Step on the Way of Creating a Dynamic Customer Experience
How 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.
Topics: Business MSP Success Customer Experience
5 min read
Desktop vs Web – which platform of DD Portal is right for you?
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.
