5 things you can do to improve your customer support (part 2)

From my previous blog, I’m going to continue the list of five things you can do to improve your technical service delivery to your customers (if you didn’t read the last post, you can catch up on what you missed here (link)). In the following three points, I focus on the role automation can play.

3. Automate me. What are you doing to track what needs to be automated with your customers?

I recently had the opportunity to work with a highly successful MSP out of Indiana. We previously worked together when I was the major accounts sales engineer, and they do some very cool and unique things around tracking what needs to be automated with their customers. This is one of the key differences I see between smaller MSPs and some of our major account partners—problem management (a.k.a. preventing incidents from happening). MSPs are busy, but the ones that grow and become successful try their hardest to stop fighting the same issues day after day. Instead, they understand what is creating problems for them and automate a solution to reduce that noise or situation from happening.

Here are some cool things you can do for your Automate Me program:

  • Have you started an automation bounty program at your MSP? In$entify it!
  • Have you added a custom field to your PSA\IT Service Management platform that allows your techs to say this problem should be automated? Track it and report on it.
  • If you build automation, are your front-line techs in the loop going to be able to run these scripts or automation policies? Provide the training on how to do this, or come to our Monthly Office Hours and I will show you.
  • Are you sending self-healing actions to your PSA so you can measure what the ROI is on automation?

These are just a few ideas we came up with to help you immerse your organization in proactive automation.

4. Self-healing

One of the most underused aspects of N-able N-central® is that it can trigger a scripting action on monitoring statuses. If you are monitoring it, you can fix it proactively. Some common, recent examples I have seen revolve around exceeding disk capacity, kicking off reboots when the device exceeds an uptime threshold, and application or Windows services that are stopped.

Plenty of other RMM competitors can automate things in their own scripting engines, but N-central is one of the few that can proactively fix problems as soon as they occur. Our N-central Automation Manager also allows you to use our no-code/low-code engine to assemble it, or you can bring your own code. Did you find an awesome PowerShell script online? Bring it with you to N-central.

N-central gives any MSP the flexibility to automate, regardless of their technical bench depth.

5. Stop using remote control for every customer interaction

I don’t mean stop entirely. You’re definitely going to need Take Control, but you also need to build out your arsenal of scripts and automation so you’re faster and better than the guy down the street charging $25 an hour in T&M.

If you want an amazing customer ServiceDesk, you must start automating your 10 most common issues. Once you get those 10, then add another 10, and so forth—rinse, lather, repeat.

This is what game-changing MSPs are doing to be successful in their customer engagements. You want high CSAT scores so when the tech emails the customer back asking them to test a resolution within five minutes, the customer thinks something magical just happened. This is what end users have come to expect from technical support in 2021—they want their problem fixed now and they want immediate self-service.

Do some of what I have described above, and you will have a managed services provider worth its weight in gold.

You can read part 1 of this blog here.

Jason Murphy is the N-central Automation Nerd at N-able. You can follow him on Twitter at @ncentral_nerd or on reddit at u/ncentral_nerd.