MSP Best Practice: How to Win at Customer Service

Discover   Written by Eve Zaidan on Jul 25, 2019    

Did you know that the biggest "pain point" for Managed Service Providers (MSPs) is in fact, sales and marketing? 

Earlier this year, Datto released their industry-renowned State of the MSP Report (2019), which reveals that a monumental 59% of MSPs worldwide have between 1-100 clients; a vast juxtaposition with the mere 2% of MSPs that have between 401-500 clients.

Further to this, MSPs identify revenue growth as a major area for improvement; an outcome heavily interdependent of having an unfailing commitment to the customer experience. Here, we provide you with the essential guide for how to win at customer service: 

Understand Your Customer Journey

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When you understand your complete customer journey, you equip your organisation with the certified knowledge it needs to invest in the right tools for augmenting its customer service.

Software as a Service (SAAS) businesses whom financially prioritise the customer experience, are anticipated to expand their revenue by a staggering $1 billion (within just three years). 

Now, you might be wondering how do I understand the customer journey? Well, this brings us to the next vital step - 

Invest in CRM Software

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Fortunately, there's exceptional Customer Relationship Management (CRM) software that helps you to not only understand, but to define and articulate the several stages of the customer journey. Each and every customer will have an intent as to why they're visiting your website, and how your product or service can assist them; CRM software empowers you to answer these questions. 

Whether you're a start-up or a large enterprise, investing in the right CRM software for your organisation proves a phenomenal, long-term return on investment (ROI). In particular, email marketing alone, sees a $40 return on every $1 spent

Here at Wise-Sync, we use HubSpot, an all-inclusive platform which incorporates CRM software, marketing, sales, and customer service. For HubSpot users, "the buyer's journey" is processed within three defined stages: Awareness, Consideration, and Decision.

Communication is Key, Be Responsive

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When it comes to ensuring effective communication, it pays to bring it back to the basics: Learn how to listen, process what's being said, and respond with due diligence.

Here, it's imperative to understand that being completely responsive doesn't mean merely sending a swift response to positive feedback, but instead having the capacity to handle negative responses and concerns with the utmost care and expertise...

Don't Just "Fix" Issues, Learn How to Prevent Them

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After you've listened to a customer who's had a negative experience with your product or service, what are your next steps? 

While "fixing" the problem is often the natural response, how will you ensure this same issue doesn't affect the next customer? In a previous post, we discussed How to Embrace a Digital Transformation - and this is where agile development comes in. 

In order to deliver a winning customer service for a long-term ROI, rather than simply providing a "quick fix," you need to transform your business' mindset: maintain an innovation-led approach

Prioritise Training Your Team for Customer Success

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Your product or service is your pocket, but as equally important, your people are your brand; they're the key drivers in any successful customer experience.

Not only does your customer success team ensure the right messaging, but they determine exactly how your customers will rate their overall experience. Thus, expending resources to ensure your team is nurtured with the right leadership, training, and development, is a fundamental factor in ensuring the overarching success of your buyer journey - a true win. 

We hope this Insights' feature has helped you to understand the importance of providing an exceptional customer service. In case you missed last week's blog, discover Cloud Accounting vs. Desktop Accounting: Which Platform Is Better for Me?

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