CloudRadial Launches Revolutionary AI-Powered Service Delivery and Client Success Platform for MSPs
Purpose-built AI-Powered platform enables MSPs to scale expertise, reduce costs, and implement no-touch ticketing. CloudRadial, a leading...
Get everything you need for the ultimate client experience
Enterprise-grade infrastructure with the flexibility MSPs demand
Perfectly tailored AI that knows your specific MSP
Build your own Shopify-like store with your PSA products & distributors
Have clients to submit tickets directly to your PSA, freeing up your team's time
Pre-triage and route tickets correctly with the help of AI
Deliver instant, accurate answers that can help achieve zero-touch resolution
You'll learn things like how to add revenue without adding cost, MSP best practices, and how to master client management.
Best practices in MSP customer satisfaction (CSAT) have changed quite a lot over the last few years. Gone are the multi-question surveys that required too much client time and hassle. Now, simple smiley face surveys dominate because they distill the client’s experience into one simple question – “Are you delighted with our service?”
Smiley face surveys typically provide 3 choices – Happy (Delighted), Neutral, and Unhappy. Any response other than happy is cause for concern. Variations of this often include 5 stars or 5 versions of smileys, but the goal is the same. Investigate and resolve every issue that generates a less than perfect score.
Along with these simple one-click surveys, it is also best practice to provide optional feedback in case a client has a specific point of praise or feedback to share and the option to have someone (typically company management) follow-up on the issue. But what happens when their score and their comments don’t match?
CloudRadial’s built-in CSAT feature uses artificial intelligence to help identify comments that might be areas of concern even if the overall score is good. For example, you receive feedback on a ticket marked “happy”, but the comments say something like “the process started as a disaster, but finally your staff got their act together and fixed my problem.” Here’s a case where the comments should flag additional investigation. So, in CloudRadial, you’ll get alerted to both scores – the user-clicked score and a score from the AI-based sentiment analysis.
Customer satisfaction is important to track both at the client level and at the MSP level. More importantly, CSAT reporting should be a part of every QBR so that issues can be dealt with transparently. Company management should be aware of how their staff is interacting with your staff. Just because everyone at a client company is happy with your services, doesn’t mean that company management is aware.
For more information on how to put CloudRadial’s AI-based CSAT capabilities to work for your business, contact us for a demo or start a trial.
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