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1 min read

Best Practice: add a homepage link to your portal

By Serena Cappellini on Feb 12, 2020 2:35:10 PM

Choosing DeskDirector as your main weapon of mass customer success can become even more powerful, you just need to ensure your clients will always find a way to land there.

Topics: Business MSP Success Best Practice
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

How Top MSPs Create a Best-in-Class IT Ticketing System

By DeskDirector Marketing on Jun 26, 2019 11:16:58 AM

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
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
3 min read

Must-Try Features of DD Tech

By Serena Cappellini on May 20, 2019 2:47:16 PM

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

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
2 min read

Mapping the road in 2019 for the modern MSP

By Warwick Eade on Jan 29, 2019 3:39:00 PM

 

Topics: Business DD Tech DD Portal product updates

How to make DeskDirector Project Successful? Part 2

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!

Topics: Business MSP Success
1 min read

How to make DeskDirector Project Successful? Part 1.

By Irina Kavchik on Dec 15, 2018 5:26:02 PM

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

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
2 min read

First Step on the Way of Creating a Dynamic Customer Experience

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.

Topics: Business MSP Success Customer Experience
2 min read

DeskDirector Consulting Part 3: Large Software Projects

By Irina Kavchik on Feb 8, 2018 4:48:51 PM

Topics: Business Support Consulting
2 min read

DeskDirector Consulting Part 2: Small Extensions

By Irina Kavchik on Jan 31, 2018 5:22:04 PM

 

 

In the first video about consulting, we talked about configurations and how DeskDirector Consulting can help busy MSPs to configure different parts of DeskDirector to get the most benefit from it.

In this video Warwick will introduce you to another part of consulting - Small Extensions, watch it now!

Topics: Business Support Consulting
4 min read

Desktop vs Web: How to Successfully Introduce DD Portal to Your Customers

By Irina Kavchik on Jan 24, 2018 10:12:29 AM

Often MSPs overlook the importance of successfully introducing new software to their customers. In this article, we want to give you some tips on how to choose between desktop and web version when introducing DD Portal to your customers.

Topics: Business MSP Success DD Portal msp business
1 min read

DeskDirector Consulting Part 1: Configurations 

By Irina Kavchik on Jan 18, 2018 2:28:49 PM

 

At the end of last year we announced our new consulting services. This is different from DeskDirector Support which will remain the same across all our customers.

There are 3 types of consulting services that DeskDirector Consulting will provide:

Topics: Business Support Consulting
2 min read

Introducing More Support Options

By Warwick Eade on Jan 9, 2018 3:53:14 PM

DeskDirector Consulting Explained: 

At the end of the year 2017, we announced that we are going to introduce DeskDirector Consulting.

What does it mean for you? In a nutshell: 

  • Free ticket based support continues unchanged.
  • Our new Consulting team is here for those who want the same advanced configurations as our leading partners have (but don't have in-house resources to implement).
  • Consulting will never charge you without your written permission.
  • All Consulting inquiries start with the free ticket based support you use now.
Topics: Business Support Consulting
4 min read

DeskDirector 2017 Highlights

By Irina Kavchik on Dec 21, 2017 2:57:06 PM

This amazing year is coming to an end and we thought it would be great to share what we have done during this year, and put some light on what’s coming up in 2018!

Topics: Business Support Product
2 min read

MSPs Customer Portal - Finally Here!

By Chris Le Sueur on Jun 22, 2016 4:37:30 PM

As we announced in a previous blog post, we were busy working on DD Portal, the new electron-based Client Console. Now, we are finally ready to share it with all our clients. While some of you may have had a play around with the Beta version, now everyone can enjoy the wonders of a self-updating client. 

Topics: Technical Business msp tools
1 min read

Meet The Winners of our Client Experience Competition | DeskDirector

By Administrator on Apr 8, 2015 4:04:00 PM

In this One Minute Wednesday we announce the winners of our Client Experience Competition.

Topics: Business
1 min read

Branson I.T. Will Save Us From Mass Extinction

By Warwick Eade on Aug 15, 2013 12:00:00 PM

Warwick Eade from DeskDirector is very much looking forward to presenting at the HTG Vision Summit on Thursday. His presentation is called “Branson I.T. will save us from mass extinction”. He has been thinking a lot about where Managed Services is heading and, of course, the part that DeskDirector will play in that future.

Topics: Business

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