Every doctor or veterinarian we know has a similar issue — you want to be accessible to those who have urgent needs, but sometimes those urgent needs require more time and attention than you anticipate. The result? Longer waits in the lobby and longer on-hold queues for the rest of your clients.
In our line of work, we have some added pressure because our clients don’t call us for “routine checkups.” They call us when they are experiencing a tech issue that’s already affecting their productivity. We work hard to prevent tech emergencies as much as possible, but when they happen, we know the last thing anyone wants to do is wait on hold.
That's why we are excited to talk about a game-changing addition to our IT help desk services — direct chat support through Microsoft Teams, our desktop app, or the Insights Cloud Portal.
An Overview of mChat
Marco's new chat-based support system — mChat — makes it faster and easier to start a support ticket and get connected with professional IT assistance. Whether you're dealing with software glitches, hardware issues, or network connectivity problems, expert technicians are now just a message away.
Our new chat tool isn’t about replacing our other communication channels. You can still call us, email us, and submit service tickets through our Insights Cloud Portal.
The Benefits of Getting Business IT Support Through mChat
Our new system offers five key advantages:
1. Better Experiences
When you’re already experiencing a technical issue, we know that even small ways we can expedite a solution can make a big difference!
We know many of our clients still prefer to hear a friendly human voice when they’re experiencing a tech issue, but others say they’ve found our chat tool to be more convenient.
2. Quicker Connections
Our mChat tool is designed to speed up initiating service tickets and connecting you to the right specialists faster.
3. The Ability To Multitask
Waiting on the phone is one thing. But not being able to get important work done in the meantime can make on-hold times more frustrating. mChat makes it much easier for you to multitask, so your time isn’t wasted.
4. Advanced Tracking
When you start a new chat, our system automatically creates a tracking mechanism that allows you to monitor updates and responses in real-time, giving you complete visibility into your support requests from initiation to resolution.
5. Faster Submissions
Our new SmartForms feature takes the guesswork out of submitting common requests. Just type what you need in plain language — mChat recognizes your request and pulls up the right form automatically and updates it with the information you've already provided. No searching, no extra steps. SmartForms are currently available for employee onboarding and offboarding, calendar access changes, password resets, account unlocks, and more.
See SmartForms in action:
How To Access Marco's New Trouble Ticket System
Interested in trying mChat? Here’s how to get started:
- Open mChat in Microsoft Teams, the desktop app, or the Insights Cloud Portal
- Select "New Chat" to connect with live support
- Start your request in plain language
- Fill out any relevant forms mChat pulls up
- Monitor updates and responses in real time
The Future of Marco’s Outsourced IT Support
One of the reasons we’ve continued to grow since we first opened up our shop in 1973 is our dedication to continuous improvement. We’re always interested in any ways we can give our clients a competitive edge, a better experience, and an easier work week.
In 2020, we anticipated that repair components would eventually be in short supply, and so we took steps to secure our own inventory. We also helped many of our clients transition to remote work quickly while making sure their data stayed protected from the catastrophic cybersecurity threats we were starting to see on the horizon.
From pursuing new strategic partnerships to new service offerings, we’ve always kept an open mind to ways we can do better and offer more ROI to the organizations we serve. In the next few years, we’re excited to debut even more ways of providing enterprise-scale resources with a small company feel.
Click the link below to learn more about what you can do in our newly improved Insights Cloud Portal!
