EP092 – Optimise Your Client Experience with Nicole Stracey from AnswerConnect

In this podcast episode, Nicole Stracey, the Growth and Partnership Manager at AnswerConnect UK, joins the host to discuss the benefits and intricacies of using a 24/7 live answering service for Managed Service Providers (MSPs) across the UK, US, and Canada. Nicole explains how AnswerConnect supports MSPs by handling customer calls around the clock, allowing IT specialists to focus on their core tasks while ensuring clients receive immediate attention and resolution of their issues. The conversation covers the importance of customer service in the IT sector, the training of AnswerConnect's agents, the integration with client systems, and the customisable scripting that ensures seamless operations. The episode also touches on the global nature of business today, the significance of first impressions, and practical use cases for MSP owners to implement such a service. Lastly, a shared interest in Formula One is briefly mentioned, making for a well-rounded discussion on improving customer service through effective call handling.   00:00 Introduction and Guest Welcome 00:20 Nicole's Role and AnswerConnect Overview 01:09 Importance of 24/7 Support for MSPs 04:48 How AnswerConnect Integrates with MSPs 09:10 Training and Handling Customer Calls 11:53 Customisation and Client Expectations 21:37 Internationalisation and Global Support 27:22 Conclusion and Contact Information   Connect with Nicole Stacey on LinkedIn by clicking here – https://www.linkedin.com/in/nicolestracey Connect with Daniel Welling on LinkedIn by clicking here – https://www.linkedin.com/in/daniel-welling-54659715/ Connect with Adam Morris on LinkedIn by clicking here – linkedin.com/in/adamcmorris Visit The MSP Finance Team website, simply click here – https://www.mspfinanceteam.com/     We look forward to catching up with you on the next one. Stay tuned!