676 Transforming Customer Support with Symoda

Wayne Creamer, founder and CEO of Symoda, returns to the IT Business Podcast to discuss the evolution of their customer-centric communication platform for managed service providers (MSPs). With 20 years of experience in the MSP space, Wayne identified communication as a recurring problem among customers, which led to the creation of Symoda. 

Initially a mobile-based solution, Symoda is expanding to desktop and team platforms like Slack and Teams. The platform integrates with ConnectWise and Autotask, enhancing communication and support within organizations. It offers features such as customizable push notifications, streamlined ticket management, and user onboarding processes. 

Wayne emphasizes the importance of effective communication in managing customer relationships. Symoda’s push notification feature allows for targeted communication with customers, helping to resolve issues quickly and improve satisfaction. The platform aims to enhance communication at all levels: end-user, MSP contact, and VIP support. 

The discussion also covers Symoda’s progress since last year, including the addition of a free customer option with marketing material, training, and a one-person trial. Wayne mentions plans for future integrations with other tools like Zendesk, Freshdesk, Halo, and Simot, aiming to make their solution end-user centric and adaptable to different tool changes. 

Artificial Intelligence (AI) development is underway at Symoda, with the goal of improving efficiency and providing personalized support options. Wayne shares insights on building customer trust, personalization, and the value of feedback in product evolution. 

Key Takeaways: 

• Symoda addresses communication challenges in the MSP industry
• The platform is expanding from mobile to desktop and team platforms
• Integration with ConnectWise and Autotask enhances communication and support
• AI development aims to improve efficiency and personalized support
• Effective communication is crucial for managing customer relationships
• Symoda offers customizable push notifications and targeted communication
• Future integrations planned with various tools to increase adaptability

Website: https://symoda.com/

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