ServicePulse Blog

Do you really catch more flies with honey? The surprising analysis.

There is an old saying; “you can catch more flies with honey than with vinegar.” According to it’s meaning is that “You can win people to your side more easily by gentle persuasion and flattery than by hostile confrontation.” In other words, if the sentiment of your message is positive you tend to have more positive results than if your message is negative. That is the idea, anyway.

As I was looking at our aggregate data for the month of May, I wondered if this old saying applied to our service tickets. Since what we do at ServicePulse is monitor for customer sentiment, I asked the question “does positive sentiment impact the quality of service a client receives?” In analyzing over 50,000 tickets for the month of May, I was surprised by the results. Read more after the jump if you’re curious.

Establishing a digital presence for your remote IT staff

In the past two months, every MSP has had to not only transform their own business into a remote-first company, but most of their clients have had to make the same transition in many parts of the world. And while we’ve banded together to make it through the emergency portion of the change quite well, we need a plan to operate effectively in the primarily remote world. How can we build / maintain personal relationships with our clients while being remote?

Autotask integration

We launched ServicePulseā„¢ with the intention of bringing world-class AI analytics and sentiment analysis to the ticketing systems that the MSP community uses most commonly. The software started with supporting ConnectWise Manage and we’re happy to announce that we’ll soon be supporting Autotask PSA with an upcoming release of our software. Users of Autotask will now be able to get the same simple, powerful, daily report delivered to their inbox.

Stay tuned for a release date by subscribing to our newsletter below.

3 key features of the ServicePulse report

Here at ServicePulse, we’re using AI to help MSPs focus their time on customer interactions and tickets that need the most attention. We know that one of the main points of contact for customers with your company is through the help desk and as you grow, it becomes more difficult to keep on top of the conversations with your technical team. Our algorithm is designed to analyze all closed service tickets for the previous day, look for language patterns that indicate a possible issue, and then deliver a report to your inbox containing only the tickets that could possibly need your review. (read more after the jump)

3 things MSPs should know about Artificial Intelligence

Artificial Intelligence or AI is one of the biggest buzzwords for 2020 in the IT industry. At the enterprise level, AI is being used to analyze big data, for interactive voice-based customer service, and to build more efficient logistics. At the consumer level, we see AI at work in our mobile assistants, home assistants, and shopping recommendations at big retailers. But the MSP industry has been slow to see the adoption of this technology for themselves or for their SMB clients. What should MSPs know about AI?

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