OnPage Guide: How To Digitize Your MSP Customer Service

Everyone wants a quick solution to their problem. Your clients are no different. In the world of service, it helps to think like your client when you have to deal with them. What they want is immediate technical support for a wide range of IT issues. They want fast and effective support that allows them to get on with their own operations. One area that most IT solutions providers can improve on is response time. The last thing you want is your clients thinking that your response times are slow, as that may cause them to find solutions elsewhere.

IN THIS BLOG WE AIM TO:
• Describe 3 common scenarios that impede fast customer service
• Provide you with tips to increase the efficiency of your service team
• Help you manage your clients expectations
• Offer suggestion on digitizing workflow models that will help you tackle your customers’ queries.

MSP Customer Service SCENARIO 1: CUSTOMERS COMPLAIN ABOUT THE SAME ISSUE

It’s not uncommon for many customers who experience technical issues to encounter some of the same problems—or even related ones—more than once. By using a ticketing system like ConnectWise Manage you can look up any prior support tickets logged for a particular customer. This can give helpful clues that may help speed the process along, which is a good thing for everyone involved. Previous tickets may have notes that let you direct customers to a better solution or fast-track them to the right department to better solve their issues.

GET A DEDICATED LINE

You can even make use of dedicated phone lines that lets you use customize phone trees that direct traffic for you. Customers can now be filtered out based on their needs and emergency issues can be taken up by a team dedicated for such problems.

SCHEDULE RECURRING TICKETS

With ConnectWise Manage you can automate regular tasks that deal with documents, finance, configurations and more, plus schedule the right resources to make sure these important client maintenance tasks are completed on time.

In addition, you can create a standard service template for one-off tickets that you know will occur frequently such as workstation and server installs. With these templates in place, tickets can be created and entered into the system quickly, ensuring you capitalize on important revenue opportunities.

According to a ConnectWise blog :
“Bid adieu! to ticketing déjà-vu. When a familiar request comes in from a client that you’ve already handled for a different one, just copy the entire previous ticket (tasks, configurations, documents, and all), and save yourself the headache of recreating the wheel, or in this case, the ticket.”

MSP Customer Service SCENARIO 2: CLIENTS PERCEIVE LONG WAIT TIMES

On days when you experience high call volume it’s difficult to complete tickets as quickly as you’d like. Sometimes, certain projects take longer than expected, making it difficult to finish everything in a timely manner. Just as you start to work on an urgent client project, a different client calls angry and concerned about their project. They say they waited long enough and expect a resolution immediately. A solution would be to analyze what processes you currently employ to communicate the progress of your incidents to clients. When delays happen, how is this information communicated with clients?

Ideally you want workflow automation tools that help you keep your customers updated.

SET AUTOMATIC TICKET UPDATES

A key component of cataloging the incident resolution process is to ticket every step of the way. This allows you to track the progress of the event. Ideally, any third party application you use should automatically update the ticket. This eliminates human error, saves time and provides for almost immediate updates.

If you choose to make these updates available to your clients imagine how relieved they would feel knowing that the incident is being taken care off and that it is being worked on. In this kind of customer service, assuring your customer that you have a handle on things helps build their confidence in you.

If you want to gain more insights download our white paper.