Touchpoints Can Have a Wide Impact
An MSP company will have many opportunities to engage clients in “micro” moments. These small interactions can have a substantial impact on clients in terms of retention, and even the acquisition of new customers. When clients feel you’re dependable even in micro-moments, they’ll be more likely to convert or recommend your services.
Advantages of Well-Managed Micro-Moments
Your varying touchpoints or micro-moments with clients will happen at natural intersections throughout the buyer’s journey–especially as pertains to searches conducted on mobile devices. Accordingly, it’s in your best interest as an MSP to expand the micro-moment touchpoints where you can engage clients. Positive side effects of such a strategy include the following:
Being Able to Nearly “Hold The Hand” of Clients During the Conversion Process
Your MSP company will likely experience a long-term conversion process with clients. The buyer’s journey here expands owing to associated cost. It’s not cheap to acquire managed services, even though ultimately this saves clients money over time–provided tech options are properly implemented, of course.
At any rate, clients have to make an initial investment. With a lot of touchpoints, you can continuously establish the value your MSP brings and help prospects get an idea of why your services are worthwhile. Additionally, they get a chance to see what sort of customer service you’re bringing to the table.
Managing Customers Toward the Best Outcome for Them and You
As customers touch base with you, you can determine if they’re on the right “trajectory” or if they’re setting themselves up for failure. Too much tech, too little support, or the wrong solutions can lead to poor customer experience. When you’ve got a lot of micro-moments strategically positioned throughout the buyer’s journey, this helps you achieve the best solutions for everybody.
Maintaining Continual Contact with Clients
Touchpoints allow you to keep in contact with existing clients and those who are on the road to conversion. Sometimes, a client is headed for conversion, but life gets them busy doing something else and the services they were about to buy slip their mind. If you’ve got a touchpoint that can be initiated during a lag, you may very well refresh their interest.
Facilitating More Measurable Interactions
Measure all touchpoints to determine which result in the most conversions. Also, the more touchpoints you produce, the more opportunities you have to gather relevant metrics pertaining to potential and existing clients.
Identifying, Creating, Managing, and Maximizing Micro-Moments
As an MSP company, you do well to create touchpoints facilitating micro-moments between your MSP and clients. These facilitate measurable interaction, help you stay in contact, assure the best outcomes for everybody, and help you guide clients more effectively through the conversion process.