Customer satisfaction (CSAT) tools are a must-have for managed service providers (MSPs).
Because IT is ultimately a service-focused industry, MSPs need to constantly assess and poll their relationships with their customers. The results of CSAT surveys end up acting as a barometer to let MSPs know when things are going well and when things could be improved (such as response time, resolution methods or even day-to-day interactions).
In short, there’s lots of value on the MSP-facing side – and MSPs generally do a good job of capitalizing on this value internally.
But the biggest missed opportunity is the value that it can provide on the client side. That’s where CloudRadial can help.
By directly partnering with SmileBack, a CSAT focused exclusively on customer satisfaction for MSPs, your CloudRadial client portal can give you the best of both worlds.
How SmileBack Delivers a Remarkable CSAT Experience
Peanut butter and jelly. Simon and Garfunkel. Dungeons and dragons.
Life is always better when combining two great things that make a sum greater than the parts.
When it comes to CSAT as a strategy, SmileBack and CloudRadial deliver on the same concept. SmileBack tackles the CSAT functionality itself – it brings together an impressive feature list to make the most of it.
On the MSP’s side, they deliver things like:
- One-click surveys
- Templated reports
- Automated workflows
- A feedback widget
- Dashboarding
- Net Promoter Scores (NPS)
- Integration directly with most popular PSA tools
By giving MSPs visibility into the customer’s experience, SmileBack can help MSPs stay connected with their service delivery so that they can constantly make adjustments and improvements as needed. It’s a golden opportunity to turn unhappy customers into your biggest advocates.
Without this visibility, MSPs can suffer from greater client attrition – so, simply put, SmileBack helps you keep more clients (and revenue).
How CloudRadial Enhances SmileBack’s Functionality
The customer is the one that is giving the MSP feedback on their service. So why shouldn’t they see their own feedback whenever they feel like it? With CloudRadial, they can.
Putting the CSAT results imported directly from SmileBack into a client portal allows them to have context among the greater business partnership. The customer can judge the service results based on every factor because they can now see it – from the general details in the ticket history to the nitty-gritty of response times.
A trouble user won’t be near as damaging to your relationship if the client can see that all other users are happy and getting excellent service. In short, putting the CSAT front-and-center proves to the client that you’re not afraid of their feedback (in fact, you want more of it). That solidifies a better partnership overall.
Want to set up your SmileBack connection to CloudRadial? Here’s how.
Inviting the customer to see the transparency you offer also has the added bonus of increasing usage of the portal. After all, it’s one more reason to check out the portal regularly. CloudRadial’s objective is to put CSAT (along with other critical business functions) together for a bigger picture. The portal offers your customers a multitude of features, such as:
- Self-service ticketing and service catalog
- Training and knowledge base documentation
- Application launchers
- Company-wide messaging
- On-demand reporting
- Dashboarding
- Client road mapping
Together, both SmileBack and CloudRadial reinforce that everything the MSP does is, in fact, for the benefit of the customer.
Improve Your Customer Satisfaction
If you’ve ever wanted to get serious about improving your client retention and making your customers happier than ever before, then give SmileBack a shot today. Right from the home page, you can book a demo to see how it works for yourself.
Of course, we recommend you check out CloudRadial, too. For best results, you’ll want to combine both parts of the strategy to get the best of both worlds.
Now go out there and make your clients happier!
