An MSP company can actually retain more lucrative clients longer at an increased cost to said clients through top-tier customer experience. People like to know their needs are being addressed and that they can trust who is handling their issue. Service providers who are aloof or impersonal are hard to trust even if they provide valid service solutions.
Meanwhile, good customer service can make bad tech solutions seem like a real deal. Certainly, that shouldn’t be your outcome, but the point is made to illustrate the reality of the situation. Following are several tips to facilitate better customer experience:
Only Automate Where Necessary, and Use Client Names
An MSP company shouldn’t automate all interactions with clientele. Think about it critically: do you like it when you call a service representative only to get a machine voice on the other end? In all likelihood, that irritates you profoundly. Your clients feel exactly the same. Dispense with automation in terms of customer service as much as it’s feasible to. When you do encounter clients, ensure to use client names. This keeps them engaged and subconsciously communicates you care.
Use Language Your Clients Understand, Not Tech Lingo
Engineers thrive on tech lingo, clients don’t. When you hit them with terms that only insiders understand, they feel lost and undervalued, as though you’re talking down to them. Where possible, avoid using “shop talk”.
Exercise Exceptional, Professional Politeness Whenever Possible
Politeness and professionalism go a long way. Train employees who handle your clients to facilitate the highest levels of professional politeness in language and attitude. Colloquial speech isn’t out of character if the client is okay with it, but don’t default this direction unless you know it’s a good move.
An MSP company should be professionally courteous, use language clients understand, and only automate where absolutely necessary. Such tactics represent good customer service and retain clientele.