As a managed service provider (MSP) you are both a service provider and a partner who has a strategic value, therefore maintaining a high quality customer service is crucial. Having the right tools at your disposal plays a key part in the MSP business model as well as hard work, constant attention to detail and consistent communication. For MSPs that wish to stand out from the crowd, what are the eight essential helpdesk tools to ensure you deliver excellence in customer service?
A Systray Request System is a must have for customers. Easy access to support is crucial for customers that want to be heard. Having an MSP business icon in a user’s Windows systray will give them one-click access direct to your door. A system tray icon will also mean the customer can carry on working while they wait for your team member to become available, as part of your support queue.
As well as this, there are other methods available to enable customers to get in touch. This includes the Web Support Button. This should be featured prominently on your webpage to ease web requests. Chat is another must have for customers. In an ideal world, the Chat needs to be tied into the systray or via web support. Chat sessions can be more focused and allows for several customers to receive support at once by the same technician,
In order to drive profits, an MSP will need to be efficient. An Automatic Ticketing System will ensure each customers issue receives attention as well as managing the priority and workload of technicians. Remote Control is another must have for a helpdesk and will contribute towards the efficiency of your technical team. A remote control solution will enable you to connect and respond quickly, without interrupting the customers work.
Having Remote Support will also mean an MSP can resolve an issue in the background. Being able to troubleshoot via an event viewer, task manager or command line directly into a product gives you the ability to troubleshoot and resolve issues without interrupting the customer.
Quality control is made all the more easier for an MSP through the use of Recording. By choosing to record remote control sessions an MSP can keep tabs on service quality and make sure customers get the high standard they need.
In order to improve the performance of an MSP, measuring is absolutely critical. With Reporting and/or a Dashboard, you are able to see and report on support session times, chat transcripts and other areas of support. These results will enable you to improve your service and act on any issues.