[79] How To Succeed with MSP Customer Service
TubbTalk: The Podcast for Managed Service Providers18 Loka 2020

[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)

[61] The Datto Executives Live from DattoCon 19

[61] The Datto Executives Live from DattoCon 19

Richard speaks to Datto executives Ryan Weeks, Emily Glass, Mark Simon and Christian Nagele, live from DattoCon19 in Paris.Mentioned in This EpisodeDattoDattoCon19CentrastageCiscoDraytek

17 Marras 201946min

[60] The Datto CEO on his first year

[60] The Datto CEO on his first year

Tim Weller, CEO of Datto, shares his experiences of his first 12 months in the role.Mentioned in This EpisodeDattoDattoConFifosysOffice 365Microsoft Teams

10 Marras 201926min

[59] How to do awesome MSP sales

[59] How to do awesome MSP sales

Richard speaks to channel sales expert Fiona Challis about how MSPs can go from zero to hero with their sales process.Mentioned in This EpisodeNext Gen Sales AcademyCRN ConferenceMentori Program

3 Marras 201928min

[58] Performance Monitoring for MSPs

[58] Performance Monitoring for MSPs

Join Richard as he talks to Mark Banfield, Chief Revenue Officer of LogicMonitor, a SaaS platform that provides automated hybrid infrastructure monitoring and analytics. Mark talks about the role of p...

27 Loka 201943min

[57] Are you Babysitting your Staff?

[57] Are you Babysitting your Staff?

Richard speaks with Peter Melby, CEO of Greystone Technology, a globally-recoginsed MSP focused on deep client engagement, security and consulting. Despite being a highly technical organisation, Greys...

20 Loka 201954min

[56] Compliance-as-a-Service for MSPs

[56] Compliance-as-a-Service for MSPs

Richard speaks to Robert Baugh, CEO and founder of Keepabl, a compliance-as-a-service solution for MSPs. Richard speaks to Robert Baugh, CEO and founder of Keepabl, a compliance-as-a-service solution ...

20 Loka 201939min

[55] The Author of 20+ MSP Books

[55] The Author of 20+ MSP Books

In this episode, prolific author, speaker, business coach and MSP expert Karl Palachuk shares his story.Mentioned in This EpisodeKarl’s site: Small Biz ThoughtsThe E-MythSMB NationDattoConnectWiseSol...

20 Loka 20191h 5min

[54] How to Implement a PSA Tool in Your MSP

[54] How to Implement a PSA Tool in Your MSP

Richard Tubb, a leader and keynote speaker in the MSP community, brings interviews and updates on products, services and success stories in the Managed Service Provider world.In this episode, Richard ...

13 Loka 201940min

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