[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)

[121] Application Security: What MSPs and MSSPs Should Know for Success

[121] Application Security: What MSPs and MSSPs Should Know for Success

In this episode, Richard talks to Michael George, CEO of Invicti Security. They’re an accurate automated application security testing platform that scales like no other solution.Michael tells Richard ...

29 Tammi 202359min

[120] What do Mid-Life MSP Owners Need to Know for Better Health and Wellness?

[120] What do Mid-Life MSP Owners Need to Know for Better Health and Wellness?

In this episode, Richard is joined by Dave Algeo, the founder of the Midlife Reshape Academy. He specialises in helping people in all walks of life to refocus on their health and wellness and get back...

22 Tammi 20231h 14min

[119] Why Building a White Glove MSP Leads to Better Client Relationships

[119] Why Building a White Glove MSP Leads to Better Client Relationships

In this episode, Richard talks to Raja Pagadala, managing director of London-based MSP The Final Step. It’s one of London's oldest and most well-established IT businesses and a 2022 winner on the MSP ...

18 Joulu 202252min

[118] How To Build a Modern MSP for Business Growth and Success

[118] How To Build a Modern MSP for Business Growth and Success

In this episode, Richard talks to Erick Simpson. Erick is one of the true architects of what we now know as the Managed Service Provider channel. Eric co-founded, developed and sold one of the first p...

11 Joulu 20221h 1min

[117] How to Grow Your Business in an MSP Community Like Connectwise Evolve

[117] How to Grow Your Business in an MSP Community Like Connectwise Evolve

In this interview, Richard talks to Dan Scott, the IT Nation Community Director, EMEA, for ConnectWise. The IT Nation is an MSP community group, brought to you by ConnectWise, the IT software and serv...

4 Joulu 202249min

[116] How Cybersecurity and Cyber Protection Keeps Your MSP Clients Safe

[116] How Cybersecurity and Cyber Protection Keeps Your MSP Clients Safe

In this episode, Richard Tubb talks to James Slaby. James is the Director of Cyber Protection and Solutions Marketing at Acronis. This role sees him creating assets, identifying markets to expand int...

27 Marras 202253min

[Bonusode] How to Manage Remote MSP Teams & Build a Strong Company Culture

[Bonusode] How to Manage Remote MSP Teams & Build a Strong Company Culture

In this bonusode, two previous guests on TubbTalk speak to each other. This fireside chat was recorded virtually in September 2022.Emily Glass is the President and CEO of Syncro. They’re an all-in-one...

20 Marras 202246min

[Bonusode] Ultimate MSP Crossover Finale

[Bonusode] Ultimate MSP Crossover Finale

This special episode marks the end of the Ultimate MSP Crossover event that took place in September 2022.Podcast host Paul Green serves as the quiz master to test his fellow podcasters on their knowle...

30 Syys 202226min

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