When it comes to managed service providers and other IT service businesses, service equals revenue. Increased revenue is actually correlated to the level of customer service provided to your customer base. Technology comes with its hiccups at times for a variety of reasons, and that’s understandable, but a solid relationship, built on trust and service between client and provider, can go a long way toward smoothing over those hiccups.
One of the best ways to show clients you truly care about managing their tech platform is to create a list of customer service essentials. Remember to keep in mind every phase of a client’s life cycle: pre-client, present-client, and sometimes the unfortunate, post-client. If you’re currently creating or looking to upgrade your MSP/Reseller list of customer service essentials, here are four smart ideas to help get the ball rolling.
IT Strategy Plan
When looking to convert an interested prospect into a full fledged client, one of the best assets to have is an IT strategy plan regarding your product. Case studies and testimonials are important for showing prospects what other clients have gained from using your IT platform. Well-developed strategy plans for each specific prospect show them how exactly your IT service will benefit them, and how to get the most out of it. These key aspects should include:
- A mission statement stating how your IT platform will benefit the overall growth for a potential client’s business.
- SWOT (Strength, Weakness, Opportunity, Threats) analysis. Show a prospect the strengths and opportunities to target, as well as any potential weaknesses or threats to avoid to get the most out of the platform.
- A variety of pricing plans. Let your prospect choose the best option that comes with the perks needed for their business while still staying within the budget they’ve set.
Smart Tip: When crafting a strategy plan for a potential client, don’t assume how your IT platform will work best for them, find out by asking! Ask about their customer base, current IT infrastructure, and other measurables they can share in order to draft the best strategy possible.
24/7 Tech Support
As previously mentioned, technology doesn’t always behave the way we expect (or want) it to. Having problems with an IT platform can be frustrating for a client. Not having adequate tech support when they reach out to their MSP/reseller just makes it worse.
Twenty-four-hour support that runs seven days a week is essential for any MSP that wants to create elite customer service. Knowing there is some type of help no matter the day or time is a great comfort for a client. Provide support staff emails and phone numbers when possible. The simpler it is for a client to contact support, the better.
Smart Tip: Create a FAQ page and/or a Self Diagnostics page where users can troubleshoot their issues adds another layer to your 24/7 support. You’ll want these pages to have general and specific information that covers the common issues a client might come across when using our platform. No technology is perfect so it’s best to be transparent on how to resolve common problems as quickly as possible
What do you think of when you hear the terms “Facebook,” “Cambridge Analytica,” and “Online Privacy?” If it’s something regarding data security (or lack thereof), that’s completely fair. Data security has become an important topic over the past two years and rightfully so. The money spent on correcting/fixing cyber attacks cost the world $3 trillion in 2015 alone.
Securing the data your clients gather using your IT platform is another essential you’ll want to add to your customer service list. Giving your clients the peace of mind that your platform is safe and secure for data collection can help separate you from competitors. No matter the size or budget, every client and prospect deserves the peace of mind that their data is secure.
Smart Tip: Take your customer service a step further in data security by showing clients the proper do’s and don’ts of collecting, storing and protecting customer data.
Simple Cancellation Process
It’s not fun, but it is a business reality: Sometimes clients leave, even if you’ve done everything right. When those moments arise, you can make it less painful for both of you by having a simple and efficient cancellation policy in place.
If there’s a cancellation fee after a certain period of time a client has used your platform, make sure that information is shared in the beginning of the client relationship. Keep the cancellation fee simple in the amount as well. Instead of trying to create a fee based on each specific client and their platform usage, look at creating a flat fee that you can apply across the board.
You’ll also want to make the cancellation as efficient as possible. If a client is moving away from your platform, they can still be reminded of, and influenced by, he efficient and responsive customer service they receive every step of the way. You never know when a past client may come back, or may refer your next opportunity.
Smart Tip: Once the final steps have been made and a client has officially become a former customer, take some time to send them a follow up email thanking them for their patronage. Sending a follow up email can leave a lasting impression with former clients and can even leave a door open for them to return.
Are you offering your clients more than the essentials? Have you discovered the revenue-generating power for you — and your clients — that is hidden in their guest WiFi? Check out our free guide for MSPs and resellers and let us know if you have any questions!