Mark Copeman, the author of Helpdesk Habits and tribe elder at the Tech Tribe talks to about the importance of customer experience in the MSP world. He delves deep into how MSPs can leverage customer experience for more referrals and outlines a tactical way to showcase the 'human' side of your business.
Show Notes
Topics discussed in this episode
- How did Mark discover the MSP niche, and how he fell in love with them? 01:37
- Why MSP technicians need some assistance in sharpening their emotional quotient. 05:10
- Key practices to ensure your customer experience is in place. 06:40
- The business impact of providing a great customer experience. 08:00
- Retaining the 'human' element in the age of bots, AI and automation. 09:25
- On MSPs producing content that engages their audience. 13:10
- Tactical advice on leveraging customer experience as a growth lever. 15:46
The team that made this episode possible
What you will learn
- Why 'human customer service' is a growth lever MSPs don't leverage.
- The importance of customer experience for MSP technicians.
- How can you bring customer experience in the age of bots, automation, and AI.
- Tactical advice on using customer experience as a growth lever.
What is SuperPod — The no-filter MSP show?
SuperPod — The no-filter MSP show is an all-tactical podcast where we get behind the scenes, talk to MSP owners (and experts), and get to know what they are doing to evolve their business.
Presented by SuperOps.ai.