The Customer Experience in Managed Services

What is the customer experience within the managed services profession? Our profession talks a lot about service delivery with a predominant focus on the technical. And, for good reason.

However, it is important we not forget the customer experience. We address that issue in this episode. We examine the role of the traditional PSA/ticketing platforms and whether they are sufficient to deliver excellent customer service.

Highlights:

• What is the role of the PSA?
• Does the existing PSA solution address the customer experience?
• What is managed services engagement maturity?
• What can MSPs do to improve the customer experience within the managed services relationship?

MSPZone Special Guest: Jeff Farris - President & CEO of CloudRadial