[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)

[Travelogue] IT Nation Connect Europe 2025

[Travelogue] IT Nation Connect Europe 2025

Time for another Team Tubb Travelogue! This time, Gudrun Lauret catches up with Richard Tubb, Lenka Koppova and special guest, Sean Lardo of ConnectWise, who are in London for IT Nation Connect Europe...

12 Maalis 202535min

[Bonusode] How to Master MSP Cash Flow and Credit Management

[Bonusode] How to Master MSP Cash Flow and Credit Management

In this interview, Team Tubb’s Kareena Barat speaks to Nicki Kinton, the founder of Confident Cashflow, a Wiltshire-based finance business. A credit management professional, Nicki works with companies...

26 Helmi 202529min

[176] Why Now is the Time to Join GTIA and Grow the MSP Community

[176] Why Now is the Time to Join GTIA and Grow the MSP Community

In this episode, Richard Tubb is joined by MJ Shoer. MJ is the Chief Community Officer of the newly-formed GTIA, previously part of the non-profit CompTIA. A former IT director and MSP owner, MJ did a...

23 Helmi 202557min

[175] Valuable Insights From Bridging The MSP And Vendor Divide

[175] Valuable Insights From Bridging The MSP And Vendor Divide

In this episode of TubbTalk, Richard Tubb is joined by Andy O'Neil. Having started out in roles within various MSPs, he then went to work for Autotask. Today, he’s leading the managed services functio...

9 Helmi 20251h 28min

[174] Insights From One of the UK's Most Innovative MSPs

[174] Insights From One of the UK's Most Innovative MSPs

In this episode, Richard Tubb speaks to Chris Pottrell. He’s the managing director of Nebula IT, an MSP with a strong focus on cybersecurity. Their comprehensive set of services make them an innovativ...

19 Tammi 20251h 8min

[173]StreamOne: Transforming Cloud Management for MSP Success and Growth

[173]StreamOne: Transforming Cloud Management for MSP Success and Growth

In this episode, Richard Tubb speaks to Sergio Farache, the EVP of strategy and global technology business at TD SYNNEX. In this interview, he talks specifically about StreamOne®. A cloud management p...

12 Tammi 202556min

[172] Richard in The Hotseat: Advice on Business, Wellbeing and Growth

[172] Richard in The Hotseat: Advice on Business, Wellbeing and Growth

In this unique TubbTalk episode, Richard Tubb becomes the guest! He was interviewed on The Remarkable People Show, broadcast earlier this year (2024). It’s hosted by Polly Brennan and Maggie Martin on...

29 Joulu 202440min

[171] Rob Rae: How to Break Barriers and Build MSP Ecosystems

[171] Rob Rae: How to Break Barriers and Build MSP Ecosystems

In this interview, Richard Tubb speaks to Rob Rae, Corporate Vice President of Community and Ecosystems for Pax8. They're a cloud marketplace for future-focused managed service providers (MSP). After ...

15 Joulu 20241h 6min

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