You might not have realized but your end user IT Support experience is less than impressive. But don’t worry it’s not your fault, you’re just stuck in IT Support 1.0. The next evolution is coming and today I’ll explain about IT Support 2.0.
IT Support 1.0
The traditional approach for delivering IT Support, I like to call IT Support 1.0, has been Phone, Email and Web Portals. The problem with this methodology is:
Surely something has to change. The poor old end user. The one paying your bills, hasn’t got a very modern easy way to communicate with you and use your services.
IT Support 2.0 (Replace Email with an App)
So if that’s IT Support 1.0 what is IT Support 2.0?
The next evolution is replacing email with an App that you can deploy across your Windows, Mac, iOS and Android devices. Suddenly the end user experience just get’s a massive upgrade. This App is called ITSupportPanel and it was invented by an MSP for MSPs to solve this very problem and to move the industry into a new paradigm.
So why is an App better than version 1.0?
Stop Thinking From Your Perspective
I met a lot of MSPs and they always think from their perspective in regards to IT Support not the clients. To be fair they think from the clients perspective for consulting and road maps BUT for day to day support it’s from their perspective. I don’t think many MSPs think that email and phone is frustrating. In my MSP I stopped thinking that way in 2009 and that’s why we invented ITSupportPanel.
Let me tell you from experience – most end users don’t like Email or Web Portals!
They put up with this method because they don’t know any better. No one asked for the iPhone to be invented, but it doesn’t mean there wasn’t a problem in the approach. Look what the iPhone did. Imagine doing the same for IT Support.
What Can You Do About It?
Acknowledge the Problem
Well, firstly acknowledge IT Support 1.0 is the old way of doing things and client’s don’t love it.
Understand the Solution (Replace Email with an App)
Then understand you can greatly improve the customer experience by giving them a powerful customizable App on every device with your brand on it, then you’re starting to get the point of where the industry is going.
Our product ITSupportPanel is not designed to replace what you’re doing. It’s designed to sit in the middle and be the gateway for the end user to access ALL of your IT Systems from a simple ‘IT Button’. Clients will love you for making their lives easier. Happy clients don’t churn. Happy clients refer you to other businesses so you sign up more MRR deals.
So are you delivering a kick ass customer service experience? Or are you stuck in IT Support 1.0 torturing your clients with the old way of doing things?
Food for thought :-).
Find out how ITSupportPanel is solving this problem via our customizable Client Portal App which the industry is raving about!
To your MSP success!