An MSP company often seeks to attain and retain high profile clients. Doing so is easier to accomplish when you keep clients happy. Sometimes exceptional customer service can facilitate greater retention than technological provision. The user experience (UX) of clients will do much to influence them toward retaining your services. Additionally, positive UX positively expands the perception of your business in the market.
Attaining effective UX will involve applying techniques that work and maintaining this application. What you’ll want to do is determine best practices and test them to assure they work with your MSP. Some MSPs have different clients than others, and UX will have a level of idiosyncrasy about it. To test your UX protocols, consider these tactics:
Moderated and Unmoderated Testing
When your MSP company is testing UX, it’s essential to balance two types of testing:
- Moderated testing – This is where those being tested are supervised and monitored. With moderated testing, people know they’re being observed, so they’re going to change their behavior even if subconsciously.
- Unmoderated testing – This is where you give testers a set of tasks to complete in a certain amount of time and ask them their experience. Their action and their report combine to give you an idea of what they felt. With unmoderated testing, sometimes people will cut corners.
Getting the full picture will require using both techniques for most MSPs.
First Impressions Testing: The First Five Seconds
What is the first impression of those visiting your site? You’re looking to see what they feel within the first five seconds of reaching your page. There have been articles written which suppose, owing to technology, that human attention spans have been reduced to that of goldfish.
Whether or not this is true, five seconds does seem to be a good increment of time where impressions are made. Essentially, it’s how long it takes a visitor to absorb what your site is and digest that. Testing how well you come off initially can help you retain engagement with prospective clients.
Tests to Match What “Voice” Defines Your Primary Demographic
What is the “voice” of your demographic? Are you dealing with a “hip” crowd? Are you dealing with clients in the local governing establishment? Do you have school districts under your MSP’s wings? Are you providing solutions for startups and film studios? Whoever your primary demographic is, they’re going to have a particular “voice.” This “voice,” silhouetting your page and your content, will affect user experience positively when it matches your demographic.
Establishing Solid UX
An MSP company that matches outreach materials to voices defining clientele, facilitates strong first impressions, and exercises moderated and un-moderated testing, should be able to build a framework for best practices related to UX. The stronger the UX, the better conversion and retention you’ll likely see.