BMK newsletter/blog
Small CX Fixes, Big Impact for MSPs
Improving customer experience (CX) doesn’t require big budgets or complex overhauls. A Micro-Mappingsession can quickly reveal simple fixes that reduce friction and improve satisfaction.
3 Steps to Find Hidden CX Pain Points:
1. Pick a Common Scenario – Ticket submission, service requests, onboarding, or system upgrades.
2. Map the Steps – Identify where customers get stuck or experience delays.
3. Fix the Friction – Small tweaks (like clearer service updates or proactive communication) can have a big impact.
Quick Wins MSPs Can Implement Today:
• Smarter Ticketing Updates: Instead of “Your request has been received,” clarify next steps: “We’ve logged your ticket (#1234). A technician will review it within 2 hours. You’ll get updates via email and our portal.” → Result: Fewer follow-up calls and improved transparency.
• Faster Install Scheduling: Reduce back-and-forth emails by providing customers with a self-scheduling link for installations and maintenance. → Result: Quicker response times and less admin workload.
• Clearer Billing & Service Reports: Instead of vague charges like “Managed Services Fee – $500,” provide a breakdown: “Monthly Managed Services ($500) – Includes patch management, endpoint monitoring, and 24/7 support.” → Result: Fewer disputes and faster payments.
Turn Fixes Into a Competitive Edge
Document small CX improvements, celebrate team contributions, and let customers know you’re listening. These small wins build trust, loyalty, and efficiency—without major investments.
Pro Tip: Ask your frontline team: “What’s one thing we could change to make life easier for customers?” Their insights might lead to your next big CX win.
Need Help Elevating Your CX?
I’m Sarah Andrews, Founder of Cupola CX (https://cupolacx.com/), & I specialize in helping MSPs identify &implement high-impact customer experience improvements. If you’re ready to reduce friction, boost customer satisfaction, & improve retention, let’s chat! Schedule a time here: https://cupolacx.hbportal.co/schedule/653fb280e1d42f0024aa1b8b
