The only way for your MSP business to remain competitive and outshine the competition using considerable support strategies. The best way to do that would be to provide exceptional service.
Following are several strategies you can use to do just that:
- Tech Support Available Through Multi-Channels, Including Live Chat
- Cut Down Wait Times As Much As Possible
- Make Self-Help Solutions (Like FAQs And Online Troubleshooting) Available
- Hire The Right People & Train Them Well
- Use Software For Maintenance And Automation
Social media, WhatsApp, live chat, Instant Message (IM), plain old phone calls–you should be able to support your clients in more than just one way. This has the added benefit of expanding the effect of your employees. While it’s recommendable for all employees to devote full attention to clients on an individual basis, situations may arise in which a tech on a call gets an IM notification, and while talking to one client is able to help another resolve an issue because of a multi-channel support design.
Multi-channel support is more convenient to clients, more convenient to MSPs, and more effective at providing expedited services. For any MSP business, having multi-channel solutions available is a wise and competitive move and oftentimes, it’s quite effective.
Cut Down Wait Times
The faster you can help customers, the better. Multi-channel solutions make it possible for one tech support person to handle multiple clients simultaneously. Though this may not be ideal, it’s better for a client to reach out, say: “Can you hold please?” and then return, than for a client to be stuck listening to some robotic voice and elevator music for half an hour before they speak to anyone. Find your times of high traffic and hire additional tech professionals. Cut down wait times as much as possible.
Online troubleshooting solutions like FAQs can help your clients solve problems for themselves more quickly than if they dropped everything and called your MSP. Granted, you want to be there for them if they need you. But if instead of spending 10 to 20 minutes in back and forth dialogue with a tech, a client could just pull up a FAQ and reboot some inconsequential application, everybody wins. The client saves time and therefore money, and you do the same. Invest some of your own time in consolidating regular questions and concerns into a document that’s easily searchable. Many clients would be surprised at how many issues are common and easily resolved. Additionally, this will make your clients feel as though they’re conserving resources and assets by working with your MSP, which makes you look even better in their eyes.
Hire and Train the Right People
You need to get the right people working for you. Devise a common test for potential employees to complete. If their skills are where they should be, they’ll be able to troubleshoot a simple issue which regularly assails clients. If potential new-hires have great problem-solving skills, they may do well in this position. You should be able to train them to reflect company values and mold them into the exact type of employee you desire.
Software for Maintenance and Automation
Automated security patching can secure client systems ahead of known malware attacks. This happened in May of 2017 when WannaCry, a worm designed to exploit an NSA backdoor built into windows machines, knocked businesses offline in 150+ countries. Those businesses who were patched, automatically or otherwise, experienced no losses. Those who weren’t were afflicted by the ransomware worm. Automated patching can overcome situations like this organically. Additionally, many maintenance-related operations can be performed automatically, cutting down on time and expenses in overall systems management.
If your MSP business employs best practices in service delivery, you’ll likely acquire a competitive edge in the marketplace. Additionally, you’ll spread word-of-mouth recommendation through satisfied clients. Optimize your service delivery and you’ll solidify your operation.