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MSP Marketing | May 24, 2017

Who Should Monitor Your MSP Marketing Chat Box?

MSP MarketingWhat’s A Chat Box?

A company that uses an MSP marketing chat box so their IT group can communicate with potential clients will make more conversions than groups that don’t employ such techniques.

If you are not familiar with a chat box, in a nutshell, it’s an instant messaging window that pops up on a company website with a picture of the IT person on the company end of communications. When a new client comes to your website, this chat box will usually pop up automatically. Or, you can design it so that the potential client has to click on the box in order to communicate with someone on your staff. Either way, such solutions give immediate contact to potential clients. It really makes the online echelon of your MSP seem like a store with salespeople walking the floor, waiting for customers that need information so they can perhaps sell them some merchandise.

More Than a Chat Box

However, here’s where things get slightly questionable. Many MSPs recognize the strategic MSP marketing value of such a chat box, but instead of employing one which actually puts customers in contact with those on your staff, they just outsource to a call center or something of the kind. Well, this is fairly evident to potential clients. They can tell immediately whether the individual they’re conversing with over the chat box actually works with the company they’re digitally representing, or if they’re just some outsourced person located in an entirely separate country. You don’t have to nurture a brain like that of Sherlock Holmes in order to deductively determine someone you’re talking with doesn’t quite have the information you’re looking for.

Consequences

If you’ve got specific questions as a client, you want specific answers. So for MSPs that decide a chat box might be a good marketing tool which provides direct customer service, it makes no sense to outsource. An outsourced solution like this will actually do the exact opposite of that which you intend. It will drive customers away, as they’ll be able to “read the writing on the wall,” as the saying goes. They’ll be able to tell that your company is willing to gloss up something that is inherently rough in order to garner sales.

If you’ll do that on your own online website, then the same will be done during service delivery. This is what an outsourced chat box communicates. In order to retain prospective clients, you need someone who is closely involved with the operations of your company to man that chat box. Ideally, you need someone on call. Realistically, you can get an app where such boxes will “ping” right to your smartphone, meaning you can answer questions for prospective clients any time of the day or night. Now that looks good to a potential client. So what does this mean?

• Get an online chat box
• Do not outsource your chat box
• Have employees knowledgeable about your business run the chat box
• Look into smartphone apps so you can also converse

MSP marketing utilizing such solutions can definitely help increase your clientele.

About our Computer Repair Contributor in Staten Island

Mike Bloomfield currently serves as President Geek at Tekie Geek, a company providing computer services to Staten Island small and medium-sized businesses. Since 2012, Tekie Geek has been offering services like IT consulting in Staten Island, Brooklyn, Queens, Bronx, Long Island, and New Jersey areas. Other IT support Tekie Geek offers in Staten Island ranges from providing technical helpdesk support, data recovery in Staten Island. They have been awarded a CompTIA Managed Services Trustmark, which is a respected industry credential that signifies the company’s adherence to best practices for technology service delivery and customer interaction.

Mike started with computer repair in Staten Island at a very young age and hasn’t slowed down since. He has served in the computer support industry, in Staten Island, as an IT director, Engineer Manager, and a Director of IT/Research and Development. In 2012, he started Tekie Geek with the hope of being a one stop shop for all IT consulting services in Staten Island. When not working, Mike is a true geek and will be watching one of his favorite shows or movies, which include Game of Thrones, Star Wars, Gotham, and much more.


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