customer service

The Essential List of MSP and Reseller Services

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 for Customer Service

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.

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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

Data Security

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 Creates Better Customer Service

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!

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Smart WiFi Suite Enterprise Feature Matrix

  • Enterprise-grade cloud infrastructure
    Scaleable platforms on the Amazon AWS cloud provides carrier-grade uptime.
  • Multi-Location Data Views
    An aggregated view of your data giving you visibility to all of your locations or drill-down to specific locations.
  • User Access Control
    Allows your administrator to control and limit access, features and data visibility among users.
  • Advanced Captive Portal Engine
    A complete toolset to design and build dynamic captive portals, guest flows and custom privacy controls. Includes our Touchless Menu features.
  • Guest Forms, Vouchers and Payments
    Collect guest data, surveys, on-line or offline payments and offer different access levels.
  • Customized login methods
    Choose how guests are able to access your network including social login, emails and SMS login, advertisements or a combination.
  • Data Export
    Full guest profile export to CSV allowing you to use collected data in third party systems.
  • Detailed Location Data Analytics
    Analyse detailed information about your locations like busy days, busy times and location comparisons.
  • Demographics and Device Information
    Make informed decisions based on detailed demographics and perform location comparisons.
  • Data Sync to other systems/API
    Save time populating other systems as guest profile data can be sent to external systems on timed intervals.
  • Triggered Campaigns
    Engage with your guests without the manual work by creating personalized email, SMS or Twitter campaigns.
  • Coupons and Loyalty
    Increase spend and promote repeat visits by creating incentives for guests or their friends to come back.
  • Import external data
    Bring in contact data from other systems to consolidate your marketing efforts into a single comprehensive platform.
  • Contact segmenting and lists
    Build contact groups to send personalized messages to your guests based on automatic segmentation and your own critera.
  • Scheduled Campaigns
    Communicate with your contacts to drive awareness through email, SMS or Twitter.
  • Traffic Counts and Statistics
    Monitor your venue and events with real-time and recorded traffic counts and patterning.
  • Heatmapping and Traffic Flows
    Visualize crowd density and how people flow in, out and through your venue to see where people congegrate.
  • Alerting and Reporting
    Create automated alerts to help control crowds or to monitor abnormal trends.
  • Intelligent Landing Page Builder
    Simple to create pages that support multiple campaign types and can easily be modified and re-purposed for other venues or events.
  • Campaign Management Tools
    Offer your advertisers options to suit their advertising needs such as A/B testing, ad weights, flexible scheduling and more.
  • Reporting and Attribution
    Analyse detailed information about the campaigns and creatives to get the best campaign targeting.

  • Access

  • Insights

  • Automation

  • Contacts

  • Presence

  • Advertising

You should receive a text shortly with a link to view a sample Guest Flow.

Take a look at the sample we just sent you, and feel free to reach out if you’d like to learn more.

Custom Splash Page Builder

A custom splash page helps give a captive portal the branded look it needs to stand out from the crowd and give guests the peace of mind they’re accessing the network associated with the venue they’re visiting.

WiFi Payments and Vouchers

Offer premium guest WiFi access and promote WiFi upgrades with comprehensive payment and voucher modules. Payments can be used to offer guests varying speeds of WiFi access, while vouchers are great for venues that want to utilize a captive portal that also requires a voucher code for WiFi access.
WiFi payments and vouchers

Guest Plans

Venues can now offer multiple levels of guest WiFi access with our Guest Plan feature. Guest Plans are defined by specific upload and download speeds and session time limits. Brick-and-mortar businesses can offer guest WiFi access and promote WiFi upgrades with our new payment and voucher modules.

Versatile Form Builder

Create and display custom guest surveys on any splash page of your guest flow. Collect feedback and gather additional data points to create smarter marketing.

Enhanced Guest Flow

Guest flow gives venues complete control over the guest WiFi experience. Guest flows help keep a visually pleasing captive portal experience by preventing clutter of multiple marketing assets. Keep it simple, or turn your WiFi into a digital billboard.
WiFi splash page with survey social login

Integrated Ad Spaces

Ad Space Integrations is a powerful feature for venues who want to promote products, deals and specials, online shopping, loyalty programs and other signups, or third-party advertisers all on a pre-authenticated Splash Page.

Increase impressions and clicks for advertising opportunities by showcasing AdSpaces before requiring a guest to connect to WiFi.

Have an app that needs more downloads? The URL redirect function will navigate guests to the app store specific to their device as soon as they click on the advertisement/call-to-action button.

No more will guests have to wait to connect to WiFi to reach interactive ads. Ad Space Integrations takes Ads4WiFi smart advertising tools and places it our smart marketing environment powered by Marketing4WiFi.

Hotspot Scheduler

Determine the specific days and times that WiFi is available to guests. Hotspot Scheduler offers smarter WiFi control by allowing venues to run their guest WiFi during business hours.