Modern PSA vs Legacy PSA: Which is the right choice for your Managed Service Provider (MSP)?

Team DeskDay Team DeskDay

Forget everything you know about customer service in the MSP sector. MSP businesses worldwide lose trillions annually due to subpar service experiences, highlighting a significant gap in the current landscape.

This stark reality, however, presents an unprecedented opportunity. The MSP market is ripe for a revolution, and the first mover to offer a consumer-grade support system isn’t just going to lead; they will dominate.

Here’s how DeskDay, with its modern PSA, designed specifically for MSPs, is set to lead you on a victory lap in the race to own the market.

Multi-channel ticketing experience for your users

Emails and phone calls are so dated, yet here we are, acting like they’re the pinnacle of customer support. Wake up and smell the change! IT-Connect, our built-in multi-channel customer portal, isn’t just about adding more ways to deliver support; it’s about crafting a seamless, integrated experience that meets customers on their preferred platform. On the other hand, techs can manage the broad scope of multi-channel interactions your MSP customers prefer from within the Service Desk. Because you don’t need to be present everywhere to deliver omnichannel support.

IT-Connect is available as a mobile app, desktop app, web portal, and Microsoft Teams app to give customers an integrated ecosystem where they are comfortable accessing support, all at the same time, without losing ticket histories while switching apps. (e.g., from mobile app chat to desktop app chat) It doesn’t mean starting over every time, but continuing a conversation without missing any context.

Ticket-specific context and collaboration histories ensure picking up where a tech left off does not feel like detective work and more like a relay race, where the baton is passed smoothly, keeping the pace of problem-solving swift and seamless.

Key benefits of our multi-channel ticketing experience:

Convenience and Accessibility: Customers can reach out through their preferred channels, like mobile, desktop, web, or Teams, increasing accessibility and streamlining communication.

Seamless Experience: Tickets and communication history are consolidated in the respective chat screen regardless of the channel used, eliminating the need to repeat information.

Faster Resolution Times: A chat-based multi-channel ticketing system efficiently routes inquiries to techs, who can engage in real-time conversations with users.

Improved Customer Satisfaction: Multi-channel service boosts satisfaction by making communication easier and response times faster. 

Conversational support experience

Conversational support is gaining traction among MSPs as chat-based applications like Microsoft Teams and Slack become more integral to business communication. These platforms are reshaping customer expectations, with users increasingly preferring the immediacy and familiarity of messaging for resolving issues.

By adopting a multi-channel conversational support approach, MSPs can significantly enhance service delivery. This strategy allows customers to engage with support services through their preferred channels, whether via traditional email and phone or modern interfaces like chat apps.

DeskDay’s modern PSA, with its built-in customer portal IT-Connect, is all about maximizing efficiency and effectiveness without the chaos.

With IT-Connect channels up and running inside DeskDay’s modern PSA, you’re all set to offer stellar support across desktop, mobile, web, and Teams. When a customer raises a ticket via any channel within IT-Connect, it lands right in the Service Desk. Your techs see the full ticket context and customer details, then solve issues directly through chat in the service desk.

Why it matters:

1. Real-time Resolution: Issues get resolved faster through direct, chat-based support.
   
2. Increased Efficiency: Techs can manage multiple conversations without losing context.
   
3. Scalability: As interaction volume grows, conversational systems can be expanded without adding headcount.
   

Proactive Service Delivery: Data-driven insights predict problems before they escalate, building trust.

Future-Ready

DeskDay’s modern PSA is a shining example of what the future of IT support looks like: integrating advanced features into a robust, user-friendly platform. It’s built to embrace the rapid pace of change within the MSP space while anticipating evolving customer and service provider needs.

What makes it future-ready:

• Conversational and Multichannel capability: Fluid communication across Teams, email, mobile, web, and desktop.
  
• Chat-first Interface: Fast, informal, and efficient interactions.
  
• Built-in Customer Portal: Real-time updates and autonomy for customers.
  
• Microservices Architecture: Easy updates, zero downtime, and long-term adaptability.
  

Together, these features position DeskDay’s modern PSA not just as a tool for today but as a sustainable, adaptable solution that defines tomorrow’s MSP service model.

With DeskDay’s modern PSA, you’re not just adopting software; you’re revamping how IT support is delivered: agile, integrated, and responsive to customer needs.

Ready to see it in action? Start your 14-day free trial today. 

FAQs: Modern PSA vs Legacy PSA for MSPs