One of the biggest issues your MSP business will have to handle pertains to less-than-desirable experiences among customers. Have you ever been stuck on the phone with a big company for hours on end, and not been able to get through to a real person? That’s outright maddening, isn’t it?
Facilitating Positive Customer Experiences
As an MSP, you’ll have many calls that need no human, and an automated system is desirable. But there are instances where people must be on the phone as well. Getting the balance right is key. Following, we’ll briefly cover tips and tactics that are worth your consideration for best results in terms of customer experience over the phone:
Maintain Consistency In All Telephone Interactions, Acquire Proper Support Software
First and foremost, you want to give your customers an experience that’s consistent. That will require a few things. One, you’ll need to establish some sort of “call flow” which includes salutations and parting protocols. Next, you’ll want software available for call interaction management which everybody uses and which properly streamlines the interaction. Quality Assurance, or QA, may represent a new necessary department for your MSP; it will depend on your size.
Assure Connections Are Reliable, Keep Representatives Hands-Free with Headsets
An MSP business should never come across as less than professional. What you need to do is assure connections are clear, reliable, and steady. Additionally, it’s necessary for workers to use hands-free headsets. These make it so they can immediately look into customer information, acquiring answers to their questions almost instantaneously. This saves time, allowing your over-the-phone reps to handle a larger call volume. Additionally, it makes their job easier.
When customers can be handled quickly, they have a better customer experience. Also, research, conferencing, and other features of business interaction can be more successfully applied under such circumstances. Help facilitate hands-free telephony across your infrastructure.
Carefully Record and Document All Interactions Over the Phone
Recording phone calls requires putting a disclaimer on your lines when someone calls in. However, beyond that inconvenience, this represents one of the best ways to get an idea of how well you’re doing in terms of customer experience. You can hear the customer’s mirth or frustration. You can explore new methods of de-escalating customer issues.
Accordingly, you can collect data which allows you to continuously refine interactions such that only in the most dire circumstances will your customers have a negative experience over the phone. This is something that has become par for the course among most businesses who have over-the-phone interactions define much of the customer experience they must manage.
Better Customer Experiences Are Key
When you carefully record and document interactions, assure reliable connections, keep reps hands-free, use the proper support software and maintain consistency of experience, you’ll increase the positive regard customers have for your MSP business. Over-the-phone tactics like these are fundamental in maintaining long-term viability and reducing customer turnover.