A good MSP recognizes the value of clear, meaningful and quick communication to its end users for all requests that come in. Great communication means better feedback, longer and more stable contracts, as well as the holy grail of 'word-of-mouth' referrals.
Providing communication on a consistent basis can be hard though, particularly when technicians prefer to stay head down in problem solving and solution building. Let's face it, many technicians are not big on their communication skills – especially if it might be bad news to deliver!
There's multiple ways to solve this, and at Tribu we believe convenience is key factor to delivering communication consistently to your end users.
How to make communication convenient?
Aim for the most common responses a technician needs to give and template it. Make some standard notes! Sure, this isn't new... but it's the starting point to convenience that needs to happen. Just don't be too robotic! No one likes that, and even your staff will avoid using them if it's not going to sound like a natural response.
Enough theory, let's consider some practical examples:
Scenario 1: A customer responds with the answer to whatever question you had about their request.
- ACK15: Acknowledge and let them know you'll be with them in 15 minutes.
Thanks <user first name>,
I'm just finishing up on someone else's system and then I can jump back over to your request. I should only be about 15 minutes. Let me know if I should wait longer if you're going to be in the middle of something though and we can schedule something instead.
<insert your friendly signature>
- ACK30: Acknowledge and let them know you'll be with them in 30 minutes.
Thanks <user first name>,
I'm just working through another issue on someone else's system and then I can jump back over to your request. I should only be about 30 minutes. Let me know if I should wait longer if you're going to be in the middle of something though and we can schedule something instead.
<insert your friendly signature>
You can extend this out further for 1 hour and 2 hour responses as well. Just be mindful that longer wait times may need other options for the user to request alternative arrangements.
- ACK1H: Acknowledge and let them know you'll be with them in 1 hour.
Thanks for the update <user first name>,
I've had to jump on another urgent request with someone else's system and then I can get back to your request. I'll probably be available again in about an hour. If it's urgent and can't wait that long let me know and I'll see if we can get someone else to assist sooner.
<insert your friendly signature>
Getting to the end of the day and need to let them know it's not getting fixed until tomorrow?
- NEXTDAY: Acknowledge and let them know you it will need to be done tomorrow.
Thanks for the update <user first name>,
I've had to jump on another request with someone else's system and I doubt I'll be finished with this before the day's over. I can get to this tomorrow morning as a priority, but if it's urgent and can't wait that long let me know and I'll see if we can get someone else to assist sooner.
<insert your friendly signature>
Scenario 2: A ticket gets assigned to you, but surprise surprise, they haven't given you all the info you need...
- MOREINFOCALL: Confirm received and buy some time to call them
Thanks <user first name>,
I've got your ticket but it looks like I'll need to get a bit of extra detail from you. Probably easiest if I call you though. I'm just wrapping up someone else's issue and will call as soon as I'm done.
<insert your friendly signature>
Great! So we've got some templated responses that are friendly and can handle some of those awkward scenarios of asking a user to wait... nicely. Now it's time to ramp up the convenience and speed to respond. This is where Tribu becomes invaluable.
Elevating your communication
Rather than checking dashboards, opening, scrolling and clicking through the wizards to get to this convenient response, imagine the exact detail being presented to the technician with single click buttons allowing immediate action in seconds. That's one of the ways Tribu brings massive improvements to your helpdesk performance with the Microsoft Teams integration. As tickets get assigned and customers respond to them, they're notified in their already active Teams app, can see exactly the info they need, and can respond with a single click.
Now imagine that convenience also available on your mobile phone. On the move at or between client sites. This makes for easy and consistent responses to your end users regardless of where you are!
The convenience doesn't end here
The Teams integration brings simplicity and convenience back to your helpdesk. Many of your common ticket tasks can be managed via Teams on your desktop or mobile. Consider where the pain points for your Helpdesk and End User interactions are see if the Tribu integration can help with a 14 day free trial.
