This article was written by guest contributor Mike Stodola. Stoloda is the Chief Marketing Officer at Technology Marketing Toolkit where he brings his passion for marketing and sales to its members and customers.
Your calls with customers and prospects are a great way to build rapport and establish your MSP as a trusted tech advisor, but that’s not all they can do. By recording your inbound calls and running the transcripts through an AI program like ChatGPT, you can discover and even graph your customers’ most asked questions—and leverage that information by using it for content creation and more.
Churn Out Data With ChatGPT
Once you have recorded conversations with prospects and customers, you’ll need to turn those audio files into transcripts. Then, you can load those transcripts into ChatGPT. Make sure you’re using the ChatGPT-4o model; it’s free to use.
Unfortunately, you can only upload 10 transcripts at a time, so this will likely take a couple of rounds. Our team did all the necessary prompt research already, so after you attach your files, simply copy and paste the following into the text box:
Objective: Analyze incoming customer call transcripts to Managed Service Providers to identify trends in what the problem is they are calling for help with.
Questions:
- What’s the problem they’re calling about?
- How do they specifically describe what they’re looking for?
Format: Provide summary tables for the trends. One table should be for problem category and frequency. The other should be for common phrases the customer uses when describing their problem.
You can adjust the questions and format as needed, but these will give you a good starting point. Once you confirm that you’re happy with what ChatGPT put together, move on to your next set of 10 transcripts. Rinse and repeat!
MSPs’ Most Asked Questions
We created a list of the 30 most common concerns in response to the question, “What is the problem you’re calling about?” Here are some of the most common results.
General Service Questions:
- What are the different IT services your company provides?
- How can you help improve our current IT infrastructure?
- Do you offer consultations for IT strategy and planning?
Technical Issues:
- Why is our network so slow? Can you diagnose the problem?
- We’re experiencing frequent crashes on our workstations. Can you fix this?
Cybersecurity Concerns:
- How often should we update our security protocols?
- We’ve had a data breach. Can you help us secure our systems?
- What cybersecurity measures do you recommend for a small business?
Of course, repeating this process yourself will give you a more targeted list of customer questions, especially if your MSP works with niche clients with industry-specific concerns.
Revitalize Your Content Creation
Now that you have such detailed information, there are plenty of ways you can use it. You know that your customers are interested in those topics, so create content about them! Blog posts, videos, and social media posts are all great options. Include that in your weekly email newsletters and show prospects you can answer their questions before they ever ask them.
Knowing what questions your customers and prospects are likely to ask also allows you to prep your employees ahead of time. Training your staff on how to answer the questions increases efficiency and professionalism, and ensures your team looks knowledgeable from the very beginning. If your MSP utilizes chat bots, you can also program the answers to your customer’s most common questions into the chat bot.
Finally, you can make sure your most frequently asked questions are included on your FAQs page. This will cut down on manpower hours and free up your team to talk to more leads, instead of spending time answering the same five questions over and over.
ChatGPT can do more than just help you draft an email—now, it can help you sort data and generate content ideas far faster than a human would be able to. For more ways AI can getting new clients easier, check out these four AI tools that can help turn prospects into quality clients.
