As the demand for seamless customer experiences continues to rise, integrating the latest techniques like Chat, could be a big help for Managed Service Providers (MSPs). Gartner research has shown that self-service alone delivers a very low rate of issue resolution for customers. So why aren’t more MSPs adopting Chat alongside self-service portals to improve this situation?
One would expect MSPs to see Chat as a quick and easy win, helping to give customers a better and more responsive experience. Customer surveys regularly show that, due to the instant nature of Chat, it is often preferred over other communication channels, such as email, phone or portal.
However, many MSPs still seem slow to fully appreciate how this technology could help them, sometimes preferring the status quo or investing their efforts in other areas rather than challenging themselves with a new perspective. Now, let's take a look at some of the reasons why.
Why Chat is not being adopted quickly enough
MSPs have displayed a hesitancy in embracing Chat as a pivotal customer engagement tool and several factors are contributing to this slow adoption. Firstly, the traditional nature of the MSP industry, often built upon established service models, can create resistance to change. Also, concerns about the effectiveness of Chat in handling complex technical inquiries might lead to a perception that more personal interactions remain irreplaceable. There may be apprehension about a lack of resources, such as a developed knowledge base and skilled agents to manage Chat facilities. Then there is the time and cost to bridge the gaps and develop the resources required for implementing a Chat platform and training staff.
The benefits of instant and real-time customer interactions cannot be overstated, and a responsive Chat system can provide MSPs with several key benefits:
Integration benefits
Like any technology, more benefits can be leveraged by integrating it with other tools and platforms. For
Next steps
There are some MSPs already dipping their toes in the water but there remains a lot of untapped potential throughout the industry. We see Chat as not only an efficient and obvious communication channel for MSPs but also pivotal in linking with other technologies that can further enhance the customer experience in new and exciting ways, such as AI for example. To find out more about how Chat could help your MSP, get in touch today.