6 Ways to Create a Stellar Customer Experience

February 24, 2017  By Greg Sharp
Note from the editor: This blog is part of a series where Autotask customers share their tried and tested insights and best practices.

Think about the last time you went to a restaurant, store or hotel. What’s the first thing you typically notice? Is the staff friendly? Is the environment enjoyable? Are you getting what you expect from your visit? All of these questions focus on one critical thing: the customer experience. 

Your customers think about the same things, and examine every interaction they have with your team and tools. In the end, these interactions and experiences dictate whether they remain loyal to your MSP or if they bring their business elsewhere. 

That is why Base 2 has transformed into a customer-focused organization. When you’re empathetic of your customer, you can better understand exactly what they want and expect from your business. 

Want to get inside the minds of your customers and consistently create a stellar customer experience? Here are six steps you should follow:

1. Perfect your onboarding. From the moment you send a proposal to a new client, you need to put your best foot forward. Base 2 has onboarding templates set up in Autotask, so we’re consistent with every client we add. We know what information to collect from new customers, when to schedule our initial meetings, and how much money to spend on special onboarding events like morning teas. Our admins provide an onboarding kit to each new customer that includes posters, mouse pads and other swag items that tout our contact information. This is a fun way to ensure our clients know how to reach us. 

2. Focus on communication. When I say communication, I mean internally with team members and externally with clients. In fact, we believe all information that flows in and out of the company should be the same. You want to give customers access to ticket information and details around what your technicians are working on. If customers learn you’re manipulating the information they see, you’ll definitely lose their trust.  

3. Be transparent. During the onboarding process (and beyond), you need to be transparent with your clients. Have an open and honest conversation with them around their expectations. How long are they willing to wait for a small issue, such as a printer not working? What if it’s a larger, more complex issue? After each conversation, deliver information to your team members so they can use it to their advantage. If they’re dealing with a difficult customer situation, they’ll know how to handle it.

4. Create a feedback loop. Surveys are a great way to gauge customer satisfaction. But make sure your survey is short (four questions, max!) and easy to complete. If surveys aren’t your thing, offer an alternative way to get in touch, such as phone or email. If and when you receive negative feedback, make sure someone responds. Whenever we get a score below 3.5, we have account managers call the customer and ask them additional questions. This helps us to understand where we went wrong and how to improve. 

5. Be consistent with workflows. At Base 2, we use Autotask workflows to verify our internal processes and interactions with clients are consistent. From the moment a ticket is first created to the moment an issue is resolved, we have communications going back and forth like an automated, well-oiled machine. 

6. Measure and improve. You have a wealth of client information at your fingertips. You know how many employees and devices they have, the number of tickets they’ve opened, the most common issues they report, how long it typically takes to resolve a ticket, their average survey scores, and so much more. How are you using this information? You don’t need to be a measurement master. Simply assess where you are today and see if you improve or worsen over time. If you’re seeing the latter, have a larger discussion about how you can improve the customer experience. 

Greg Sharp 
Managing Director, Base 2
As managing director of Base 2 in New Zealand, Greg Sharp has 20 years of experience in the industry as an engineer and a salesperson both in the New Zealand market and overseas. Greg understands the requirements business can have on IT, and assists the Base 2 client base to succeed through the use of technology to enable business growth.

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