Why Your MSP Business Should Focus on Providing Excellent Customer Service

Your MSP business will have plenty of opportunities to directly interact with existing and potential clients for the purpose of selling products or services. However, there are also incidental interactions likely to result in sales that you would be ill-advised to avoid optimizing. Customer service is chief among such categories. Following are three reasons customer service represents an essential component of selling strategy: 

  • Sub-par customer service negatively impacts sales
  • Exceptional customer service is organically effective marketing
  • Sales efforts are positively buffered through exceptional customer care

 Sub-Par Customer Service Negatively Impacts Sales 

 Your MSP business will be negatively impacted by customer service representatives who don’t treat clients well. You’re going to have problem customers, too–the customer service staff needs to understand this. Hire the right people, pay them well, and encourage them to organically upsell those with whom they interact if such an opportunity organically arises. Incentives can be a great way to do this. But don’t push them into pushing customers–that’s bad.  

 Exceptional Customer Service is Effective Marketing 

 When an existing or prospective client has a great experience with your customer service staff, they’re likely to communicate this experience with friends and colleagues. This is organically positive marketing for your company that you acquire at no additional charge. 

 Sales Efforts are Positively Buffered Through Exceptional Customer Care 

 When customer care is good, then clients can be circulated to sales divisions as necessary. Additionally, they’re more prepared to convert to your products or services. It’s an upward spiral that positively feeds into itself. But for greatest effectiveness, you’ll need to give customer service reps some level of flexibility. Also, you’ll need to ensure they’re both fully enabled and properly informed regarding what services and products your MSP provides. 

 Good Customer Service Sells 

 An MSP business that carefully enables its customer service department for best performance is likely to see a marked increase in conversion statistics over time. If you haven’t reviewed your existing customer care department, it may make sense to conduct quality control audits for optimization.  

Vincent Tedesco

Vincent Tedesco is the President and the CEO of Total Technology Solutions, a full-service IT solutions provider distinguished by broad expertise in managed IT services in Long Island and a singular focus on the needs of their clients. Vincent has over 30 years of experience as an IT leader, from his early years beginning at Computerland and to founding and growing Total. He founded Total in 1988 and spearheaded its evolution in the ever-changing technology marketplace by providing consulting and IT support in Long Island. Total Technology’s mission is to secure and to have IT support in Suffolk with reliable solutions and exceptional service so that Total clients can focus on their core business.