On the Subject of Great Customer Service

What makes great customer service? After 20 years of providing services to clients, we at Impact think we know a thing or two about what makes a great experience for them.

It’s one thing to be a solutions vendor, but as a managed service provider, customers have particular expectations about the kind of service they should be receiving.

In short, if an MSP wants to mark themselves out from the crowd, a quality customer service program is the way to do it, and it’s crucial for a service provider to take a customer-centric approach.

In this video, we sit down with Ed Meier, Director of Support Services, and other service staff as they talk about what makes great customer service and how their approach to it helps them provide a positive experience with clients.

It might sound obvious, but the fact is that many MSPs don’t provide to clients what we would consider to be central aspects of an MSP offering—with providers often outsourcing support to a third party or even another country, for example.

At Impact, we think we understand what makes great customer service—it’s why we invested in our dedicated Unified Support Operations Center (USO).

The USO provides support for all of our managed services in one 13,000 sq. ft. location, housing close to 100 staff who handle all requests, 24/7.

Press Release: Impact Opens Unified Support Operations Center

It’s initiatives like the USO that puts Impact a cut above the rest, and why our NPS score is one of the highest in the industry and why we consistently rank as one of the top providers in the country for best-in-class MSPs.

To learn more about our Unified Support Operations Center, including the services provided and client testimonials, visit the page here.