Bread and Butter
As a provider of MSP services, you need a help desk that functions efficiently and smoothly. This is one of the most important aspects of operation for any tech company. It’s the bread and butter of a business. It’s the artichoke heart. It’s almost your raison d’etre, when you get right down to it— your reason for existence. Certainly, MSP companies are regularly employed for the application and refining of new technologies, but troubleshooting, systems maintenance, upgrades, and problem resolution are also core components of operations. These are cogently provided by a help desk, and to a degree which is statistically predictable.
Did you know that 70% of issues— and sometimes even a greater percentage— can be effectively solved remotely? Now, that statistic pertains specifically to the first-call resolution. What this indicates is that the vast majority of issues don’t require an on-site tech professional. A business which pauses operations while a tech is sent out is unnecessarily wasting time and resources. But if a company has an MSP with a bad help desk, then it isn’t the company who wastes resources, but the MSP who wastes them through lack of applicable service solutions. So you want a good help desk. But getting it where it needs to be is one of those things that certainly have its own complications. Following are several tips to help you get your help desk where it needs to be:
- Acquire customer satisfaction data
- Create an expanding database of information; a “web-based knowledge tool”
- Incorporate real-time statistics with that knowledge tool
- Automated service request implementation
- Expand communications between customers and agents
Customer Satisfaction Data
This is often best accomplished through surveys. MSP services providers which conduct such surveys at regular intervals will be able to keep their finger on the pulse of clients, determining whether or not things are getting “hot under the collar.” Use software of a somewhat automated kind to do this. Append it to help desk delivery— an employee of a client waiting for a fix is likely in a place where they could fill out such a survey. If they’re not, they can simply click past it. Be sure not to trap your clients with surveys; this can be irritating and lose them money. But don’t neglect from making them available daily. Also, ensure that you inform your client as to why you’re conducting the surveys. It will actually get you some “brownie points” in the customer service market and likely endear them to you: you’re able to keep a closer watch on help desk performance and clients see better service, predicating an increase in both client satisfaction and loyalty.
Creating a Database
As you handle varying issues, you’ll naturally get information pertaining to network operations which can be used to expedite services in the future. Your clients can reference the database for common problems, allowing them to fix issues themselves more quickly than you would be able to with a help desk anyway. Additionally, your IT personnel can reference the same information so that employees unable to use this “cheat sheet” database can still be served with swiftness. Data can be leveraged by everybody, further optimizing performance.
Database Statistics in Real Time
You want things like usage, status, and base value information to be readily available and updated in real-time on the web-based knowledge tool you’ve designed. Again, this cuts out redundancies and replaces them with efficiency. If you can have your dashboard updated in real-time, everybody wins.
Automated Service Request Implementation
When tech agents can remotely access clients, resolution speed increases. You might institute an automated conversion solution which turns emails into help desk tickets and can configure templates, predefined questions agents should ask, etc. Whatever expedited automation your help desk can achieve, it’s worthwhile to pursue it.
There should be alerts for new assignments among agents. Important messages should be clearly broadcast. The better the communication between agents and clients, the better the help desk operates.
Securing Help Desk Bread and Butter
Providers of MSP services that have a top-tier help desk are going to retain clients longer, curtail operational costs, and generally provide better services. Ensure your help desk is in peak condition and everything will turn out great for your MSP business.