Managed service providers do so much more than just taking care of a client's IT infrastructure. MSPs are likely to face bigger issues than small incident tickets and one of their biggest responsibilities is to ensure they wouldn't fall short when it comes to establishing customer support measures.
Take a look at these scenarios and see if your organization has been experiencing one or all of them:
- You have a slow ticket resolution, which causes customer downtime
- You have a high likelihood of human error
- You're unnecessarily resourced intensive
No matter what the reason is, utilizing great MSP ticketing software can help you deliver fast and cost-effective customer support.
What is MSP ticketing software?
An MSP ticketing software is a solution designed to help managed service providers take care of support requests and tickets effectively. Also known as the help desk, an MSP ticketing software monitors customer requests and communications across multiple channels. These tools create relevant tickets to streamline and organize customer support activities.
By using dependable MSP ticketing software, your team will be able to manage requests more easily and efficiently. This will not only increase customer satisfaction and loyalty but will help reduce labor costs and improve technician morale, allowing your organization to continuously grow.
Here are more benefits of an MSP ticketing software:
- Lesser need for additional support technicians, allowing you to reduce salary and training costs
- Better scalability at a minimal cost
- Increased customer loyalty, thanks to faster resolution times
- Minimized lost revenue
- Improved reputation resulting in higher conversion rates and service uptake
- Happier staff, which means lower turnover rates and costs
If these benefits don't convince you yet to get a good MSP ticketing software, read on to find out the importance of having one.
An efficient task management system
An ideal MSP ticketing software includes features that allow the managed service providers to create, edit, and modify tasks. In addition, it would also include attributes that enable MSPs to create and edit task dependencies, add work logs, and more.
This helps simplify task management by allowing the team to perform the tasks and meet SLAs on time through records that show who's doing what.
Faster ticket resolution
Managed service providers often deal with numerous tickets at a time, requiring them to find a way to track unattended tickets and delegate tasks among technicians for better and quicker resolutions.
With an MSP ticketing software, tickets are handled in real-time. Thanks to its strong tracking features and automation at various levels, issues are resolved faster.
Help clients resolve smaller issues themselves
A well-designed MSP ticketing software helps reduce most of the Level-1 tickets that call for basic information. It would have a self-service portal, which provides end-users with hassle-free access to the service catalog and knowledge base. From there, users can log an issue and search the knowledge base for information related to their problem.
There is also advanced MSP ticketing software that displays solution articles in the knowledge base, which are relevant to whatever issue the user is searching for in the self-service portal.
Gather customer feedback
A lot of MSP ticketing software solutions can generate a customer feedback survey for each service that's provided, which is typically based on a 1-5 scale. Some options even offer the capacity to create and manage various types of customer surveys based on the type of requests, such as incidents or services.
Managed service providers are also provided with the option to select when and how often the survey is sent. They can also set criteria to particularly target the problem areas and generate valuable feedback in order to assure clients that you care about solving their issues.
Gain critical insights
Another advantage of MSP ticketing software is the ability to help you extract useful information about your help desk activities through various reports and your dashboards. Based on the data gained from these resources, you can distinguish and share a set of best practices, as well as other informative articles in the knowledge base to help your team speed up the ticket resolution process.
From here on, you'd be able to gain better insights that will allow you to prepare the budget you need for the coming quarter or fiscal years, as well as increase your business's profitability.
Conclusion
Your customer support activities should go along with your quality of service, to better represent the face of your organization. Don't wait until your company incurs a reputation for providing poor customer support, which will ultimately affect your overall revenue and business growth.
Do your research and start utilizing the best MSP ticketing software offered by ITarian now.
