[79] How To Succeed with MSP Customer Service

[79] How To Succeed with MSP Customer Service

In this episode, Richard talks to Andrew Wallace, Managing Director and Chief Product Officer of SmileBack, a customer satisfaction platform for managed service providers and rated the number one integration on ConnectWise.

They talk about how SmileBack’s offerings have evolved since Andrew came on board, how the tool’s simple rating system increases customer engagement, and how MSPs can use the data it produces to make positive changes in their business.

They also talk about supporting staff and customers during times of uncertainty, who’s inspired Andrew in business, and dig into what exactly CSAT and NPS are, and why they matter.

Richard and Andrew mentioned the following companies during their conversation:


You can find out more about SmileBack on their website: www.smileback.com and arrange a demo, contact the sales team: help@smileback.com, or reach out to Andrew directly: andrew@smileback.com. He loves to talk about all things SmileBack.

Jaksot(200)

[129] How an MSP Wins At Marketing in The Real World

[129] How an MSP Wins At Marketing in The Real World

In this episode, Richard Tubb speaks to Sarah Turner, a creative marketer at IT Backbone. They support cloud migration, infrastructure overhauls and build anything that their clients need. A data lead...

16 Huhti 202344min

[128] Why a Cyberscurity-First Service Mentality Keeps MSPs on Top of Cyber Trends

[128] Why a Cyberscurity-First Service Mentality Keeps MSPs on Top of Cyber Trends

In this episode, Stephen McCormick talks to Mitch Redekopp, CEO of Riverity Technology Services, an MSP in Canada. The company has become known as one of the top managed service providers in Saskatche...

9 Huhti 202332min

[127] The MSP Business Benefits of Having a Niche and a Stand-Out Website

[127] The MSP Business Benefits of Having a Niche and a Stand-Out Website

In this episode, Stephen McCormick talks to Jack Peploe of Veterinary IT Services, who won the MSP Website of the Year Award at the SuperOps MSP awards. Jack is a veterinary IT expert and ertified Eth...

2 Huhti 202338min

[126] How to use Professional Services, Azure and M365 Better in Your MSP

[126] How to use Professional Services, Azure and M365 Better in Your MSP

In this episode, Richard Tubb talks to Andy Readman, Principal Consultant at Pax8 EMEA. He explains why MSPs should consider using Pax8 Professional Services.Andy’s focus is on developing the Pro Serv...

26 Maalis 202354min

[125] The Amazing MSP Industry Origins of Richard Tubb: The Whole Story

[125] The Amazing MSP Industry Origins of Richard Tubb: The Whole Story

In this special TubbTalk interview, Richard Tubb becomes the guest on his own show! Team Tubb’s Community Manager, Stephen McCormick, takes over the presenter’s seat; he asks probing questions to find...

19 Maalis 20231h 20min

[124] SaaS Management and Security: What MSPs Should Know to Succeed

[124] SaaS Management and Security: What MSPs Should Know to Succeed

In this episode, Richard Tubb talks to Derik Belair and Gavin Garbutt, co-founders of Augmentt, a SaaS security management and software solution. They decided to build a technology platform dedicated ...

12 Maalis 20231h 4min

[123] How To Easily Implement Zero-Trust Networking for MSP Growth

[123] How To Easily Implement Zero-Trust Networking for MSP Growth

In this episode, Richard talks to Marc Barry, co-founder and Chief Product officer at Enclave. He has a Master's Degree in Applied Information Security, and a background in security across public and ...

19 Helmi 202358min

[122] IT Nation Connect 22: The 3 Best Tools MSPs Should Have

[122] IT Nation Connect 22: The 3 Best Tools MSPs Should Have

In this episode, recorded live at IT Nation Connect 22, Richard speaks to experts from three different companies offering some of the best MSP tools available on the market.Ben Spector and Ted Roller ...

5 Helmi 202348min

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