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ConnectWise Blog

Technology solution provider best practices and industry news, all in one place.

Kathy Smith

Kathy Smith

www.connectwise.com

Articles by Kathy Smith

Grow Your Customer Service Presence with Chat

Improve Your Help Desk with Chat

Providing a stellar experience and running as efficiently as possible can sometimes prove to be a challenge in today’s support world. Fortunately, if you’ve got the right equipment, it’s no sweat. Chat tools enhance your help desk efficiency so you can give your customers the one-on-one attention they crave (and bolster your reputation for high-quality…

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7 Service Desk KPIs to Live By

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Today’s service desk technologies and reporting packages make it easy to capture copious amounts of performance data, which is great. But…where does that get you? Or more to the point, how can that data help you improve your team’s performance?

8 Essential Steps to Implement IT Best Practices

Top 7 Service Desk KPIs to Use

In the past, we’ve defined best practices and looked at how they benefit your business. Now let’s talk about how to implement best practices so you’ll start seeing results.

6 Steps to Client Onboarding Success

Client Onboarding Tips

Onboarding is the first time new clients get to see how you operate. It’s when first impressions are formed; impressions that could have a lasting impact. And if you don’t deliver on promises that were made during the sales process, what impression do you think they’ll be left with?

The Dos and Don’ts of Crafting the Perfect SLA

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You wouldn’t want an architect to build your new home without a blueprint, or to buy a new car that didn’t come with a warranty. A service level agreement (SLA) serves as both a blueprint and a warranty for your IT services. It lays out the specific details of your services, priorities and responsibilities, and…

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11 Things to Cover in Your Managed Services Agreements

Managed Services Agreement

Have you ever opened up a product with ‘some assembly required’ that failed to include instructions (or included them, but only in a language you don’t understand)? So frustrating. Sadly, many clients feel the same way about their managed services agreements.

Get Existing Clients On Board with New Services

New Service Offerings for Existing Clients

When you boldly implement a new business model, it’s critical that you get your current clients to buy in so your business can remain profitable. But that can be tough if you go into the process without a plan. After all, change is scary for clients when they’re comfortable with your current offerings.

Let’s Chat About Your Support Team’s Solutions

Chat Solutions for your Support Team

Technology has made everything instant.  Gone are the days of playing phone tag, and waiting around for voicemail responses.  To best meet your customers’ needs, innovate your service offerings to support them in every capacity. 

6 Onboarding Blunders to Avoid

Customer Onboarding Mistakes to Avoid

Onboarding a new customer can be as nerve-wracking as a first date. The amount of planning, second-guessing, and working hard to impress are surprisingly similar. In both cases, making the right first impression is key, but continuing with the right strategy is what will take you from a single meeting to a long-term, mutually beneficial…

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