Your customer service is the backbone of your IT managed services business. The way you deliver that customer service is a true reflection of your brand, and it is critical to get it exactly right. The question though is how to define what customer service really means. Many would define it as fast, friendly responses to customer requests. I would argue that “fast and friendly” is just not setting the bar high enough.

In a market that remains hot during the pandemic, it’s a good time to work more closely than ever with your customers, some of whom may be struggling to keep their heads above water.

As many of you know, customer service is the new battleground for managed service providers (MSPs). It drives both your client retention and referral generation. Like everything else we do, having systems built around customers will make it work with repeatable, measured success.

There are a lot of things to think about when you start a new MSP. How to structure your helpdesk and planning service delivery should be high on your list.