Techniques to Help Your MSP Company Increase Customer Satisfaction

Your MSP company needs a solid clientele base, or it doesn’t matter how good anyone on your team is or whether or not your services are competitive. Here are three basic strategies to help your MSP achieve this end:  

 

Always Have a Swift Response 

An MSP company needs to respond as swiftly as possible to client inquiries. Automated digital solutions help or having a 24/7 call service is also a good idea. 

Granted, it may be beyond expectation for dedicated sales and engineering personnel availability around the clock. But if you can make such a thing viable, it could net you the trust and respect of top-tier clients. This may even lead to word-of-mouth referral, which is one of the expected outcomes of top-tier customer service. The end of the buyer’s journey is “advocacy,” where they actively promote you based on legitimate satisfaction. 

 

Ensure You’re a Good Listener 

You must hear what people are saying, not how people are saying it. You must focus on the words they’re using to communicate to you, rather than how you want to respond. A lot of times there’s some misunderstanding at the root of things. Listening helps clear this up.  

 

Be Human and Do as You Say 

Don’t be a robot and don’t treat clients in ways you yourself wouldn’t appreciate. Communicate this sentiment throughout the company. There’s a negative reputation for asocial behavior among technology corporations, merely having humanity in your interactions can increase your competitive viability. Also, if you say you’re going to do something, do it. If it doesn’t happen how you intend, reimburse the client totally, and to the extent of their satisfaction. Sometimes, life intervenes in even the surest of things.  

 

Actively Satisfying Customers 

An MSP company that keeps its word, is human, listens, and responds as quickly as possible will very likely impart positive customer experiences. Consider existing operational protocols and where you can improve in this way. 

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Yoon Choi

An 12 year veteran of the IT Support in LA industry with a broad background consisting of start-up, SMB and Enterprise level engagements, Yoon’s experience spans a gamut of industries including legal, financial, manufacturing, media, medical and professional services in both hands-on engineering and executive roles. Yoon brings a well-seasoned viewpoint and expertise in key operational areas such as service delivery, process improvement and workflow management as well as key technical competencies in the areas of cloud based PaaS/SaaS/IaaS, VDI and virtualization, telecommunications and traditional managed services. Currently Cisco certified, Yoon is a graduate of UCLA. When the partners started Advanced Networks in 2004, the vision was simple: Be the most trusted and respected IT services providers in Los Angeles and throughout Southern California with a reputation for reliability, innovation, and a commitment to customer service. That vision remains just as strong today as it did back then. We’ve made it a point to hire the brightest and most talented team members we could find who share this vision and Yoon Choi matches this description perfectly. Yoon shares the belief of the CEO that it’s that our IT support business in LA starts and ends with the happiness of our customers.