You know your clients already use chat in their daily lives, whether it’s through text, MS Teams, or Slack. That’s why savvy MSPs recognize the importance of integrating chat into their tech stack—so you can meet your clients where they already are to solve problems and enhance their user experience.
It's not as simple as installing a chat platform for your team to use, though.
For chat to truly transform your customer service, it needs to seamlessly integrate with your PSA. Without this integration, chat just becomes another unchecked portal.
Giving your customers the impression they’ll receive faster service through chat but having your service team leave them hanging because they can’t handle the influx means you’ve worsened your customer service, not improved it.
Many MSPs opt to disable chat once they realize their service desk doesn’t have the capacity to monitor it closely enough.
The convenience of chat can inadvertently lead to a higher volume of ticket submissions because the barrier for clients to initiate service requests is lower. This can increase client noise and anxiety levels among your tech team, especially during after-hours periods when monitoring may be less feasible.
By integrating chat with your PSA and ensuring it’s accessible through text, Teams, or Slack, you can turn a simple communication tool into a powerhouse for client satisfaction and operational efficiency.
Additionally, leveraging AI can effectively reduce the burden on your tech team by automating initial interactions and information gathering, which aids in creating more comprehensive service tickets or even resolving issues directly.
Achieving the best client support experience requires a balance of AI and human interaction.
With CloudRadial Chat, clients submit queries and requests through the chatbot; the chatbot collects all the details required for ticket resolution or can resolve the inquiry outright. Your technicians are only brought into the conversation if they’re truly needed.
Clients are instantly authenticated when using Teams, Slack or CloudRadial, so they can start using chat right away. For clients outside these platforms, they can use their email, mobile phone, or M365 login to verify their identity.
CloudRadial Chat seamlessly integrates with popular PSA tools like ConnectWise, Autotask, BMS, Syncro, and Halo PSA. It functions within web, text, Teams, Slack, and CloudRadial’s Unified Client Portal.
CloudRadial Chat Starter offers a straightforward integration with the PSA. The chatbot captures basic information, without AI capabilities, and creates a ticket in your PSA. You can specify the default ticketing board or queue, tailoring the workflow to your processes.
Techs can simply and efficiently modify tickets with the Teams environment and add notes, update statuses, or make other adjustments. The PSA integration ensures that all changes are synced across platforms.
CloudRadial Chat Professional harnesses the power of AI to ask the right questions and can resolve tickets entirely. AI enhances service delivery by offloading routine inquiries and most tier one resolutions.
With CloudRadial Chat Enterprise, you can take all of the above a step further by tailoring your user experience with custom-designed workflows for. These workflows can be designed to address frequent issues, vertical markets, and sales.
Imagine if your service desk technician didn’t have to spend time looking up each user’s PSA, verifying the user, and identifying the core issue each time a client reached out.
Now imagine they didn’t even have to step in to resolve some tickets with AI.
That money and time are freed up to land more clients and increase revenue, while still allowing more personal time, like having dinner with your loved ones.
With every interaction through CloudRadial Chat, you’re not just providing your clients with their preferred method of communication, you’re enhancing their client experience—and your MSP’s productivity and revenue.