Customer Thermometer Partners with Kaseya to Deliver Fully Integrated Customer Feedback and CSAT solution
Customer Thermometer integration with Kaseya BMS helps managed service providers increase survey response rates, reduce customer churn and delight customers.
Kaseya Connect, Las Vegas, NV – 10 May 2017 – Customer Thermometer, the market leader in 1-click customer feedback solutions, today announced a product integration with Kaseya, the leading provider of complete IT management solutions for managed service providers (MSPs) and mid-sized businesses. Together, Customer Thermometer and Kaseya will offer customers the ability to source feedback from their customers directly at the point of service and ticket closure, and close the feedback loop by posting that feedback directly back into BMS.
Customer Thermometer’s 1-click customer feedback buttons are directly embedded into tickets and threads created and sent from BMS, the industry’s only second-generation professional services automation (PSA) solution purpose-built for MSPs. Customers and end-users are invited to rate the replies and service they receive. Uniquely, these buttons are available directly from within the email itself, and customer ratings are logged in real-time, as soon as they are clicked. Customers can also leave a comment on a responsive and feedback-sensitive landing page.
The new integration between Customer Thermometer and BMS delivers customer feedback directly back into the new Customer Thermometer Survey History tab in BMS. This allows users to see a history of customer satisfaction responses directly within the ticket view of the service desk inside BMS and Vorex.
Key features include:
- Sourcing customer feedback in real-time, at the exact point of interaction
- Views of the latest customer feedback and scores as they are given
- Integrated Survey History Tab within BMS for easy, direct access to customer feedback scores in real-time
- Ability to automate response to survey results via BMS workflow rules
- League tables that rank the performance of engineers, products and customers
- Targets and benchmarks for feedback levels and scores each month
- Comments and feedback information that can be used to improve engineer training and performance
Customer Thermometer’s new two-way integration is available in BMS and Vorex. Ratings with identifiable feedback are also available within VSA, Kaseya’s remote monitoring and management solution. Find out more here.
Lindsay Willott, CEO of Customer Thermometer said, “MSPs already love the actionable insight they get in real time from Customer Thermometer. By adding this information directly into their Kaseya instance, they’ll be superbly-equipped to delight customers, engage engineers, and drive down customer churn.”
“Accurately assessing customer satisfaction is critical to the success of any product or service,” said Mike Puglia, chief product officer, Kaseya. “This partnership between Kaseya and Customer Thermometer enables our MSP customers to seamlessly monitor the pulse of their customer interactions. By arming them with the knowledge and information of how well their products, services and technicians are performing, we empower our MSP users to deliver the highest levels of quality and service. Ultimately, this translates into greater customer retention and increased opportunities for growth.”
About Customer Thermometer
Customer Thermometer is the leader in 1-click customer feedback solutions for MSPs, IT and helpdesk providers. By sourcing feedback directly from within tickets sent from emails and tickets, Customer Thermometer can provide real-time, trackable feedback MSPs can use to rescue at-risk customers, drive down churn, motivate agents and technicians and delight their clients. Customer Thermometer serves customers in over 50 countries and counts 3 of the world’s 10 most valuable brands amongst its customer base. Customer Thermometer is headquartered in Oxford, more information is available at www.customerthermometer.com
About Kaseya
Kaseya is the leading provider of complete IT Management solutions for managed service providers and mid-sized businesses. Kaseya allows organizations to efficiently manage and secure IT in order to drive IT service and business success. Offered as both an industry-leading cloud solution and on-premise software, Kaseya solutions empower businesses to command all of IT centrally, manage remote and distributed environments with ease, and automate across IT management functions. Kaseya solutions currently manage over 10 million endpoints worldwide and are in use by customers in a wide variety of industries, including retail, manufacturing, healthcare, education, government, media, technology, finance, and more. Kaseya, headquartered in Dublin, Ireland is privately held with a presence in over 20 countries. To learn more, please visit www.kaseya.com
