During a typical month, roughly 120 managed services providers (MSPs) embrace LabTech Software, a remote monitoring and management (RMM) software platform. So how does LabTech plan to scale its customer support as it onboards more MSPs? Michael Johnson, manager of professional services at LabTech, offers some insights.
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LabTech Software Invests In Customer Support for MSPs
Posted July 26th, 2011 by Joe Panettieri
Help Your SMB Customers Serve Their Customers
Posted July 13th, 2011 by Dan Berthiaume
When MSPs think about the benefits they provide their SMB clientele, they probably focus on internal efficiencies that can benefit the bottom line. But MSPs need to take a broader look at how their services can aid all aspects of an SMB’s operations. For example, managed contact center services can aid your SMBs clientele in providing high quality customer service, and even in charging a premium for them.
SaaS Help Desk Zendesk Adds Live Chat
Posted December 15th, 2010 by Matthew Weinberger
Help desk pros have another way to interact with their customers. Specifically, SaaS help desk provider Zendesk adds live chat to its roster of communication methods. Support agents can juggle multiple conversations at once and attach the logs to tickets — or turn them into e-mail discussions or knowledge base articles. Here are some quick details.
10 Ways Surveys Can Boost Your Service Provider Business
Posted July 20th, 2010 by Bob Godgart
I’m always impressed when the service providers I work with take the time to ask me how things are going. When it comes to checking in with customers, consumer-oriented companies are pretty savvy. They know that regular customer satisfaction check-ins will help to maximize customer retention, and help them figure out how to best position themselves to win new business. But businesses that provide services to other businesses have been slower to figure this out, and I’m continually surprised at how few companies in the IT business regularly conduct surveys of their customers.
Apple’s Genius Bar: The Ultimate Hardware as a Service
Posted January 7th, 2009 by Joe Panettieri
The best managed service providers remotely address nearly 99 percent of customers’ IT issues. But for that final one percent of problems — the headaches that require on-site support or face-to-face hand holding — I hope MSPs and hardware-as-a-service (HaaS) pros begin to emulate Apple’s Genius Bar concept. Here’s why.
