Boost Customer Engagement for MSPs Using HoduBlast’s Customizable Broadcasts
Managed Service Providers (MSPs) are organizations that provide IT support, cybersecurity, and other tech services to their clients.
Their clients are typically small and medium organizations that outsource tech-related services, processes, and functions for enhanced cost and operational efficiency.
Since the evolution of MSPs in the 1990s, the number of organizations relying on these providers has grown exponentially.
As per a recent report published by MarketsAndMarkets, the global managed services market is estimated to grow at a compound annual growth rate (CAGR) of 6.9 percent, from USD 365.33 billion in 2024 to USD 511.03 billion by 2029.
As the market grows, so does the competition. With rising competition in the MSP space, customer engagement becomes a crucial differentiator. To stay ahead, MSPs need innovative ways to connect with their clients. And technology can play a huge role in engaging customers and building lasting relationships.
At HoduSoft, we have helped several MSPs boost their customer engagement with our HoduBlast’s customizable broadcasts. In this blog post, we will discuss how MSPs can boost customer engagement by leveraging HoduBlast’s customizable broadcasts.
Various Challenges MSPs Face in Engaging Customers
When it comes to customer engagement, MSPs face several challenges. Several studies and surveys have found various aspects of challenges. We will discuss some of those here:
1. Handling Large Number of Clients
Can you guess what is the average number of clients a regular MSP serves at any point of time? Ten? Twenty? Fifty? The findings of this study will blow your mind. As per recent data, MSPs, on average, serve around 122 clients!
When an average MSP serves such a massive number of clients, they are more likely to be overwhelmed when they have to manage such a diverse portfolio of clients.
2. Acquiring and Retaining Clients
Even though a sizable number of MSPs serve over 100 clients at any given point of time, some MSPs face challenges in acquiring and retaining clients. A data published by Statista revealed about 35 percent of MSP executives globally said that acquiring more customers is expected to be the leading challenge for MSPs.
Without effective customer engagement, acquiring new clients will be difficult. Retaining existing customers would be even more difficult. To mitigate this challenge, MSPs need to focus on customer engagement.
3. Increasing Competition
Would it come as a surprise to know that increasing competition is the top challenge that MSPs are facing today?
It won’t. According to Datto’s Global State of the MSP Report 2024, increasing competition is one of the major challenges MSPs face today.
4. Cybersecurity and Compliance
In its annual MSP Perspectives report for 2024, SOPHOS, a leading global provider of managed security solutions, has found that 39 percent of MSPs report major setbacks when adapting to advanced security technologies.
As cybersecurity concerns and regulatory requirements continue to evolve, MSPs must ensure they are equipped to address these challenges.
5. Low Average Close Rate
For a majority of MSPs, the average close rate is relatively low. A study revealed that the average successful closing rate of MSP sales staff across the board is 35 percent.
There is a strong correlation between closing rate and customer engagement. When customer engagement is robust, an MSP’s closing rate will automatically increase.
6. Neglecting Email Communication
A survey conducted by MSP Success revealed that more than a third (34 percent to be precise) of MSPs polled said that they don’t use e-mail to market to their list.
And among the MSPs using email, 64 percent of those e-mail their list once a month or less. Only 14.8 percent of MSPs e-mail their list two to three times a month, 18 percent once a week, and a meager three percent e-mail their list more than once a week.
7. Clients’ Expectations
As a sizable number of MSPs serve multiple clients at any given point of time, they are expected to customize services as per each client’s requirements. Apart from that, a majority of clients expect immediate responses and resolution from their MSPs.
In such a scenario, the expectations from clients become a challenge for MSPs. That’s because, when issues are complex and more challenging, managing these expectations can be difficult for MSPs.
What is HoduBlast? How It Can Help MSPs in Overcoming Customer Engagement Challenges?
HoduBlast is a cutting-edge voice and SMS broadcasting solution, using which MSPs can send pre-recorded voice messages and bulk SMS to their clients.
HoduBlast enables MSPs to communicate seamlessly with their customers, regardless of their device, location, or time zone.
Be it conducting customer surveys, sending service alerts, running marketing campaigns, or providing critical notifications, HoduBlast simplifies and accelerates the process, which not only saves time but also improves overall customer satisfaction.
Now that we have discussed the challenges MSPs face in ensuring customer engagement, it’s the time to explore solutions. Here are some ways HoduBlast can help MSPs in overcoming customer engagement challenges:
1. Automated Workflows and Campaign
Automated workflows and campaign scheduling reduce the manual workload. It ensures clients are regularly contacted, informed, and engaged.
2. Automated Lead Nurturing
With HoduBlast, MSPs can set up automated communication campaigns to nurture leads. Potential clients remain engaged through tailored content and timely updates.
3. Personalized Messaging
Through segmentation and customer data insights, MSPs can send targeted offers, service updates, or personalized messages. Tailored content increases the likelihood of converting leads into clients and retaining them over a long duration.
4. Secure Communications
HoduBlast offers encryption and secure messaging options, thereby ensuring that MSPs have their client data protected during communication.
5. Data-Driven Insights
HoduBlast provides detailed analytics, which allows MSPs to understand client needs and behavior. This enables them to personalize services and communication.
6. Brand Visibility and Consistency
HoduBlast enables consistent communication that reinforces the MSP’s brand image and service quality. This consistency can help differentiate the MSP in a crowded market.
Key Features of HoduBlast for MSPs
Apple’s CEO Tim Cook rightly said, “A great product isn’t just a collection of features. It’s how it all works together.” HoduBlast is not just a voice and SMS broadcasting software with a group of features. It’s a meticulously designed software in which the features are engineered to work in concert with each other. Here are some of the key features of HoduBlast:
1. Multi-Tenant
This feature is extremely beneficial for MSPs as it allows segmentation of campaigns by customer or client type. This feature ensures that MSPs can run distinct communication strategies for different sectors without confusion. This also ensures that messages are relevant and tailored to each customer group.
2. Campaign Management
This feature can help MSPs manage any campaign as efficiently as possible and reach a vast audience. Whether it is lead management, surveys and polls, or event promotions, HoduBlast’s customizable campaign management tools can allow MSPs to tailor messages based on customer preferences, behavior, or business needs.
3. Lead Management
This feature enables MSPs to:
- Easily follow up with leads
- Schedule automated reminder calls or SMS
- Track lead activity in real time
Engaging leads with timely, personalized communications increases the chances of conversion. Efficient lead management means faster business growth for MSPs!
4. Job Scheduler
This feature allows MSPs to schedule broadcasts at optimal times. It includes automated follow-up reminders, notifications, and alerts, which ensure that communication efforts are streamlined and impactful.
5. Real Time Reports & Analysis
Using this feature, MSPs can monitor the success of their broadcasts, track responses, and analyze the effectiveness of campaigns instantly. This data-driven approach allows businesses to refine their strategies and make informed decisions to further boost engagement.
6. Call Broadcast
This feature helps MSPs in making effective call broadcasts with messages for inbound or outbound audiences.
7. SMS Broadcast
This feature helps MSPs send bulk SMSs to cell phone users in a given area to pursue lead generation.
8. In-Built Security Module
Security is always a top priority when dealing with customers’ data. This feature protects and monitors the secrecy of significant digital keys via encryption and decryption.
Benefits of Using Customizable Broadcasts for MSPs
Customizable broadcasts, such as those offered by HoduBlast, provide a powerful tool for MSPs to engage with their clients in meaningful, automated, and personalized ways. Here are some key benefits that MSPs can gain from using customizable broadcasts:
1. Personalized Broadcasts
Customizable and personalized broadcasts of voice messages and SMSes allow MSPs to tailor messages based on specific customer profiles. Whether it’s sending updates about their services, reminders for maintenance, or offering tailored recommendations, HoduBlast can send all types of messages to different customer groups.
2. Consistent Communication
As the saying goes, “Consistency is the key to success.” HoduBlast can help in ensuring consistent communication. With automated broadcasts, MSPs can consistently broadcast voice and text messages and maintain regular contact with clients.
3. Automation of Manual Tasks
When MSPs are able to automate a wide array of manual tasks such as welcome emails for new clients, service reminders, reminders for upcoming renewals, invoices, alerts about system downtimes, or product updates, it reduces administrative burden on staff and frees them up to focus on more strategic tasks.
4. Scalable Outreach
Automating broadcasts ensures easy scaling of communication efforts. Whether engaging with 10 or 1,000 clients, MSPs can send out personalized messages to large groups simultaneously without compromising the quality of communication.
5. Proactive Communication
Regular, automated communication fosters stronger relationships and shows clients that the MSP is proactive about their needs. Proactive communication such as service reminders, updates on system health, or offering additional services before issues arise can enhance customer trust and loyalty.
6. Targeted Upselling and Cross-selling
Customizable broadcasts enable MSPs to segment their customer base and send targeted offers based on clients’ previous purchases or usage patterns. This increases the chances of successful upselling and cross-selling.
7. Instant Feedback Collection
With customizable broadcasts, MSPs can easily gather customer feedback through automated surveys or follow-up messages. This feedback can be used to identify areas for improvement in service delivery and customer satisfaction.
8. Promotional Campaigns
MSPs can easily set up promotional campaigns or discounts for new products and services, ensuring that clients are always aware of the latest offerings. Automated promotional messages can be sent at the right time, ensuring that customers are more likely to act on them.
9. Reduced Marketing Expenses
By using customizable broadcasts to send automated messages, MSPs can reduce the need for expensive marketing campaigns or manual outreach. The ability to automate large-scale communications at a fraction of the cost of traditional marketing methods makes it a highly cost-effective solution for MSPs of all sizes.
10. Higher ROI
Automated and targeted communications increase the chances of customer engagement and sales conversions. As a result, the return on investment for MSPs’ marketing budget improves significantly.
Taking Everything Into Consideration,
As an average MSP serves so many clients, they need a powerful communication tool to deliver targeted and personalized communications at scale.
HoduBlast is one such tool that can enable MSPs to broadcast automated voice messages and SMSes at scale. By leveraging HoduBlast’s advanced features, MSPs can streamline communication, enhance customer engagement, and build stronger relationships with customers.
As an owner of an MSP, if you want to improve engagement and ensure that your clients always feel valued and informed, you may want to consider what HoduBlast has to offer for your MSP. Contact us today to book a free demo!
