Communication is essential for efficient managed services marketing. Numerous MSPs fail in inspiring customer loyalty and promoting client satisfaction because of poor communication habits. Over time, the customers lose faith in the business and move to competitors in the IT market. In some cases, the disgruntled customers do not go quietly. They will create bad reviews and the negative press will compromise the future of the company. Fortunately, these problems can be prevented by creating efficient communication channels. Here are simple tips to get you started:
Plan for Immediate Response
Failure to respond immediately to customer complaints in your IT support operation can lead to dissatisfaction. It is important to remember that most businesses rely heavily on their computer networks for their core operations. Therefore, if they experience prolonged downtime, they will lose their clients and income. You should avoid the problems which can arise from delayed responses by setting up a specialty call center or messaging system which focuses on customer support. This should allow you to respond to your customers with efficiency and prove that their concerns are important to you. Remember, when resolving a complicated problem, you must keep the customer informed of the progress to avoid impatience.
You should not ignore unhappy customers who might reach out with negative reviews and rude complaints. Ignoring the bad responses is detrimental to your managed services marketing efforts and will harm your reputation. In simple terms, if a potential customer interested in IT support sees the nasty comments without a response, they will assume the details are either true or you do not care about your customers. Also, you should know that resolving a bad complaint professionally could help you retain the customer. It is advisable to always approach each bad response with an open mind. Do not assume that the customer is malicious. Try to see their side, express genuine concern and attempt to resolve the problem amicably.
Utilize Social Media
Social media is useful for promoting open communication between you and your customers. The two-way communication platform can help you educate your clients more about your IT services. Also, it is the perfect place to display your care and concern for customers by resolving their complaints and comments openly and efficiently. In addition, you can open a discussion by asking questions about your customers’ experiences and general concerns. When you begin using social media for your operations, you must remember to take note of customer interests, keyword tagging and patterns among consumers.
Finally, you should plan on addressing public concerns and issues online as part of your managed services marketing strategies. Often, companies attempt to conceal mistakes and faults instead of resolving them openly. As a result, when the bad word gets out, the effects are devastating. Do not hold on to pride because it will alienate customers. Take responsibility for mistakes and propose solutions.