The Importance of Integrating Customer Experience into Your MSP Business Planning

MSP businessGetting the customer experience (CX) right is very important for your MSP business. You don’t want to risk losing customers because of poor customer experience, so rethinking your CX strategies is crucial. Your business needs to evolve your technological services at the same rate that your customers’ behaviors change. They expect speedy access to services and the best of technological capabilities powered by Artificial Intelligence (AI), such as automation tools and chatbots.

What Do Customers Want from MSP Services Today?

Most customers today want to resolve their issues through the convenience of mobile apps and other types of self-service channels. They’d rather conduct transactions themselves than talk to a service representative over the phone. Their priority is to have everything readily available. In fact, according to a Walker study, by the year 2020, customer experience will surpass the importance of products or prices as the most crucial for building brand strength.

What CX Means for Your Business

If you want to be better than your competitors and more profitable, give them customer experience solutions that start with self-service. You also want to leverage analytics and AI to help manage customer conversations without accessing human conversations. By implementing the latest technology advances, you’ll see greater customer satisfaction, which strengthens loyalty and repeat sales. The same can be said for physical retail businesses, going more towards self-service areas, and using such technology as can help massively.

AI allows your customers to chat, text, use social messaging, as well as transition to human assistance if they need it. These integrations ensure that your clients can stay ahead of consumer demands.

You need to connect with your customers in new ways, understand them, and anticipate what they need if you want your business to grow. You can achieve this with CX solutions like ENPS.

What You Need to Know for Successful Customer Experience

Before implementing any CX solutions for your MSP business, you need to analyze your customers’ cultures and understand the market and user experience.

  • Understand the difference between CX and customer service
  • Know what CX means for your marketing strategies and service development
  • Realize the impact that social media has on CX and its effect on your business
  • Analyze how you can innovate CX for your company, encompassing every aspect of management, customer care, marketing, product features, reliability and self-service multi-channel use
  • Try to see your business as your customers see it
  • Research the techniques and transitions your business needs to make to become CX focused

Transforming your MSP business into a customer experience focused company requires changes in your business processes, company culture, planning multi-channel service and performance. If you can manage these challenging innovative changes, focusing on customer engagement, then you’ll have a sustainable advantage over your competitors.

Bill Hogan

Bill Hogan is President of Partners Plus. A fast growing IT Support firm based in the Philadelphia area. Bill has been helping make life with business computers easier since 1981. His education as an Electrical Engineer at Penn State started a dual approach toward gaining expertise in both programming and computer networks. In 1991 he formed Partners Plus, Inc., to provide managed IT services to companies in the Philadelphia metropolitan area, based on being a business operations ally and understanding the need to speak to company leaders in plain English rather than ‘techno-babble’. And while others tend to focus their attention on the mechanical components of a computer system, Bill and his staff take a more global approach - how a network can be best used as an integral, reliable asset to the business owner’s goals. In 2007, after years of frustration with the sub-standard services he saw during network audits, Bill published “Hassle Free Computer Support” to educate business owners with the information they need to get superior technical support for their businesses A firm believer in keeping current with advances in technology and processes, Bill lead Partners Plus to become a Microsoft Certified Partner in 1998 and a Gold Certified Partner in 2008. And, Partners Plus Inc. has been selected by Microsoft as being in the top 1% of Partners serving the Small and Medium Business Market on the East Coast. Bill is internationally certified in Network Operations and is certified by Microsoft in project management and multiple Microsoft technologies. He also held the position of representative for the Mid-Atlantic region on Microsoft’s Advisory Board which manages all Microsoft Small Business certified partners. Partners Plus provides managed it services to clients in Philadelphia and the Delaware Valley and helps them choose, implement, and manage IT and cloud solutions that are cost effective and reliable. Partners Plus’ pro-active approach to IT support is ideally suited for companies in Wilmington, Delaware or Philadelphia who depend on reliable IT infrastructure, but don’t want to spend a lot of money to keep your IT services in Delaware that way. Partners Plus clients have come to appreciate the Partners Plus team focus on operations and the ability to get the core of problems quickly, and the knowledge of how to resolve issues as quickly as possible. With the institution of the Partners Plus Protection Program, the company can now monitor, identify and resolve many network issues in minutes without coming onsite.