Leverage AI as a force multiplier in ConnectWise PSA

| By:
Jake Varghese

AI technology, when used responsibly, has the power to work as a force multiplier in your business. How? AI empowers teams to do their jobs more efficiently, resulting in happier employees and happier customers.

ConnectWise PSA™ is leveraging AI to take your employee efficiency and customer satisfaction to the next level. There are game-changing features currently in early access that provide insight into customer sentiment, can summarize a ticket for the tech, can automatically categorize tickets, can suggest possible resolutions, and can even draft an email response to a customer. Read on to learn about how each capability can benefit your business.

Improve internal efficiency

Efficiency within your business is what ultimately leads to business growth and higher profit margins. Taking the time to identify where inefficiencies lie, though, can be a time-consuming task that’s often overlooked. With new functionality coming to ConnectWise PSA, we’re identifying a few areas right away that you’ll be able to take advantage of. These new features are designed with you and your techs in mind, ensuring that efficiency can quickly be gained while working on customer service tickets. These new functions designed to increase efficiency include:

  • Suggested ticket resolution: Resolving issues for customers is a huge part of what makes your company awesome—now imagine being able to do it even quicker. With just a click, ConnectWise PSA’s AI-powered feature will be able to provide a suggested resolution to the technician working on the ticket. This can dramatically improve resolution times, not only improving your technician’s quality of life but also improving your customer’s experience. Better customer experiences lead to higher customer retention, ensuring your business is always ready to grow and scale.
  • Ticket summarization: Ticket information can get lengthy, making it difficult for a tech reviewing the ticket to quickly get the gist of what’s going on. Many correspondences can make it difficult to identify what is important, causing the tech to waste time. With the ticket summarization capability, ConnectWise PSA is able to return a summarized view of what this ticket is actually about with just a couple of clicks. No more wasted time scrolling through ticket notes—giving your teams more time to focus on improving customer experience.
  • Ticket categorization: For ConnectWise PSA reporting to be as powerful as possible, it is critical that data be captured correctly. For service tickets, the type, subtype, and item fields are incredibly useful for understanding where your techs are spending the most or least amount of time. This type of information can be paramount to making better decisions around training, staffing, and more. Typically, this type of categorization can be overlooked, as techs are likely more concerned with resolving the customer’s issue. Now, they can click a button and be presented with the suggested categorization, helping your data become more meaningful and actionable.

In addition to these items already in early access, the ConnectWise team is working on Auto Triage. Auto Triage will automate the triage process, ensuring that tickets are placed on the correct board with the proper categorization and priority so that tickets can be assigned to the right resources even faster. Be sure to stay tuned for more information!

Increase customer satisfaction

As customer experience continues to grow in importance for clients, it’s important to consistantly provide amazing experiences. By having a PSA solution that supports that effort, you can rest easy knowing that your team always has the insight and information necessary to provide those great experiences for your customers. There are several updates coming to ConnectWise PSA that are designed to help you enhance the customer experience. Some of these upcoming capabilities include:

  • Ticket sentiment:Typically, we don’t get a firm understanding of a customer’s experience until they either fill out a survey at the end of the experience or they blatantly spell it out for us. Because of this, businesses may miss opportunities to turn a bad experience around or even miss the chance to make a great experience even better. With ticket sentiment scoring within ConnectWise PSA, your teams can have clear and immediate insight into a customer’s response. Machine learning is leveraged to score each email response in a ticket, allowing you to track a customer’s sentiment throughout the entire life of the ticket rather than waiting until the survey is sent. What an exciting thought—you can actually see an upset customer turn into a happy one! For more information, check out this 10-minute webinar about our ticket sentiment.

In this same vein, SmileBack™, a ConnectWise solution, not only captures customer satisfaction but also encourages Google Reviews to those that are loving your service. This is another great solution that can be used to grow your customer base with amazing social proof of your company’s talents.

  • Email response: When customers need an update from the ticket, it can be time-consuming for a tech to craft each message. This could potentially result in fragmented communications or missed communications altogether. With this new email response functionality, setting your teams up for success will be easy. An email is crafted with just a couple of clicks, getting the technician well on their way to sending comprehensive communications. Better communication leads to a better customer experience, and with the time you’re saving the team, it’ll also lead to a better employee experience.

While these functions are still currently in early access, we’re so excited to make them more generally available. We’re confident that these new capabilities will create helpful efficiencies and streamline operations for your business. If you’re looking for more information about these functions, join us for our upcoming webinar, Utilize AI as a Force Multiplier in ConnectWise PSA. And if you’re already a ConnectWise partner, be sure to check out the ConnectWise Virtual Community—we’d love to chat with you about these new functions and all of the other exciting things we’re working on.

ConnectWise is committed to the responsible use of AI. You can read our responsible use statement here.