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.

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.

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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)

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