One of the many issues that will prove challenging for your MSP business involves expanding customer engagement. IT is something that, in practice, can be hard to find resonance with as regards customers who don’t understand technology.
Engagement Best Practices to Consider
Most potential customers understand they need IT solutions, they know your MSP can facilitate them; but it’s hard for them to relate. Accordingly, it is very important to design methods of customer engagement that resonate. Here are notable best practices you might try:
Customer Loyalty Programs and Social Media Visibility
When you’ve had customers stick with you long enough, they become a profitable quantity for your MSP, you need to recognize that. Maybe give them a discount somewhere or some sort of free upgrade. Reward their loyalty in the short term and in the long term.
Social media can be a great avenue for recognition, especially if some of your customers are businesses which would benefit from a little publicity. However, you’ll need to have social media accounts that are already in place to do that; so if you don’t have visibility on social media, get it.
Such visibility allows for back-and-forth between you and those you serve as well. Some posts will go viral–they say no publicity is bad publicity, but do be careful here. Viral posts aren’t always in your favor. However, for the most part, such visibility ends up being a good thing.
Design Content Around Customer Interests and Pain Points
Your MSP business needs to meet customers where they are. What are they interested in, and where do they have issues your MSP can help fix? Talk about these tech realities in plain language, and ensure the content you design for social media or marketing reflects as much.
Highlight Testimonials, Provide Customer Feedback Options
When customers like what you do, put that “on blast”, as they say, across all digital channels. Reference testimonials in marketing, put them on your website. You might even couple those testimonials with options for other customers to leave feedback. When customers know they can communicate with you, they will, and it will engage them.
Support for Customer Issues Is Key in Back-And-Forth Engagement
Customer support is pretty important as well. It doesn’t matter how savvy such hypothetical customers are, if they could do it themselves, they would. They can’t, you can; so they’re going to have issues. If you don’t have a support apparatus, they’ll feel as though they’ve been cast adrift in a sea of technology. Meanwhile, customer support options directly engage them.
Establishing Legitimate Rapport with Your Customers
It can be hard for an MSP business to establish solid relationships with customers, but it’s not impossible. Loyalty programs, social media visibility, content calibrated for customer interests, content built around pain points, highlighted testimonials, infrastructure for customer feedback, and solutions in customer support all represent fine ways of facilitating engagement. Explore these tactics and think along these lines to expand current levels of engagement between your MSP and those it serves.