Your MSP company will have clients who have unique needs. Ideally, you’ll start them on services providing true value, and going forward, they won’t need a vast amount of additional assistance beyond direct provision. The reality is, internal mistakes will be made among clients, they’ll start falling behind in technology; opening themselves up to digital invasion and disasters will occur that no one can prevent, requiring your direct intervention. If you’re going to handle these issues, you need to keep clients informed and have a dedicated customer service strategy. Following are tactics that may help you:
Master the Basics: Truly Deliver Value
An MSP company needs to deliver on what it says it will. You’ve got to have accessible tech people, and you need to be available when a client has an issue. Attitude is everything here. If every time a client contacts you, the tech they speak with sounds put-out that he must service them, that’s not going to bode well. By contrast, if clients encounter happy, respectful, conscientious staff who are good listeners, then those customers feel valued.
Organize Service Requests Through Ticketing Solutions
Especially as your client surface area expands, you’re going to get an increase in ticket requests. If you’re going to handle them, it’s essential you have some system of organization. Ticketing systems can be key. They must be supported by response targets which prioritize outreach based on the severity of need, etc.
Ensure Exceptionally Swift First Response
When a service request of one kind or another is filed, you want to assure clients thar you’ve received their request as quickly as possible. You want to create in the client’s mind a vision of your team working feverishly to provide service. When clients know you’re working for them, they’re more likely to appreciate what you do.
Make it a Point to Continuously Update Clients on Their Request(s)
Sometimes you will have no way of reaching clients as swiftly as you or they would like. You need to update them on the progress of varying tickets. This is especially true when clients file multiple tickets. One tactic might involve having regular contact points for outreach once tickets are filed. For example, if a ticket were filed an hour ago, an issue unresolved in three may require customer service personnel to touch base with clients. Figure out what tactics of this kind work for you and apply them as it’s convenient.
Informed Customers are Happy Customers
An MSP company should inform clients on upgrades and new services, but it must also keep them in the loop on varying service requests. Contact clients regularly, respond quickly, organize and prioritize requests, and ensure you’ve mastered the basics. These things should help clients feel you’re working hard on their behalf.