Best Practices for Elevating the MSP Customer Experience

MSP customer experience; young woman with headset

Your success as a Managed Service Provider (MSP) is based, in large part, on customer experience. It can set your business apart, help to build customer loyalty, and accelerate your company’s growth. However, creating a superior customer experience requires a comprehensive understanding of your customer’s needs and expectations. Here, we’ll explore some proven tactics to enhance the MSP customer experience.

Understanding the MSP Customer Experience

The MSP customer experience is multifaceted. It involves every interaction your customer has with your company, from the initial contact to the resolution of their issues. Understanding this customer journey is crucial to enhancing the customer experience. When was the last time you acted like a customer at your own company? For example, when was the last time you tried your company’s interactive voice response system? How does the exterior of your company represent it? What about your reception area?

The Importance of Customer Experience in the MSP Space

In the MSP realm, customer experience isn’t just about providing efficient, high-quality services. It’s about understanding your customers’ business objectives, pain points, and individual needs. It’s about making your customers feel valued, heard, and supported, and demonstrating how your services can help them achieve their business goals.

According to industry research, only 38% of MSPs consider customer satisfaction a key performance indicator, with most focusing on return on investment (ROI). However, a positive customer experience is closely associated with customer retention and increased revenue. Thus, it’s crucial to prioritize customer satisfaction in your MSP strategy.

The MSP Customer Journey: Pre-Onboarding, Onboarding, and Post-Onboarding

The MSP customer experience journey can be broken down into three key stages.

  • Pre-onboarding
  • Onboarding
  • Post-onboarding.

Each stage plays a vital role in shaping the MSP customer experience.

Pre-Onboarding Process

The pre-onboarding process is the initial stage where prospects are considering your services. At this point, it’s crucial to answer all their questions promptly and comprehensively. You should also show genuine interest in understanding their pain points and offer appropriate solutions. This customer-centric approach can help to build trust and lay the groundwork for a successful business relationship.

Onboarding Process

The onboarding process is a critical phase where you welcome new clients and introduce them to your team and services. It’s essential to personalize this process to make clients feel special and valued. Regular updates on progress, readiness to answer queries, and attention to detail go a long way in creating a positive impression.

Post-Onboarding Process

The post-onboarding phase is where you need to ensure consistent communication with the client. Offering multiple communication channels, providing timely updates on issues, and addressing complaints promptly can significantly enhance the post-onboarding experience.

Orchestrating the Marketing Ecosystem for Better Customer Experiences

Orchestrating the marketing ecosystem is about strategically positioning your MSP business within the market to influence the customer journey positively. This involves aligning your marketing, product development, and customer support efforts to create a seamless customer experience.

The Role of Transparency

Transparency is a fundamental element in orchestrating the marketing ecosystem. It involves providing clear, honest information about your services, which can help to build trust and manage customer expectations.

Importance of Educating Customers

Educating your customers about your services is another crucial aspect. This can be achieved by using different types of content, such as videos, articles, and infographics. Such educational materials can help customers understand the value of your services, leading to increased loyalty and better conversion rates.

Leveraging Digital Marketing to Enhance the MSP Customer Experience

In the digital age, MSPs can leverage digital marketing to enhance the customer experience. This involves focusing on improving online customer experiences, providing convenient digital solutions, and mastering the art of social media engagement.

Use of Mobile Apps for Lower Return Rates

Interestingly, shopping via mobile apps tends to result in lower return rates compared to brick-and-mortar and computer-based online shopping. This suggests that investing in a user-friendly mobile app can significantly enhance the MSP customer experience.

Social Media as a Strategic Tool

Social media is a powerful tool for MSPs to engage with their customers. However, it’s important to note that customer-initiated posts often have a more significant influence on potential buyers. Therefore, encouraging customers to share their experiences on social media can be a strategic move to improve your MSP’s online reputation.

Adjusting Customer Incentives for Sustainability

With the growing global concern for sustainability, companies are increasingly considering how to integrate sustainable practices into their operations without compromising their competitiveness. For instance, companies can offer a mixed-incentive bundle of sustainability options, allowing customers to choose the options that suit them best. This can enhance the customer experience while promoting sustainability.

Cultivating Customer Evangelists

Creating an amazing customer experience can turn very satisfied customers into customer evangelists. These are customers who are so impressed with your services that they actively promote your company to others. Cultivating customer evangelists can be a powerful way to grow your business and enhance the MSP customer experience.

Handling Customer Complaints Effectively

Handling customer complaints effectively is another key aspect of providing a superior MSP customer experience. Research shows that a customer who complains is negatively predisposed towards the company. Therefore, handling complaints effectively can turn a potentially negative situation into a positive one, leading to increased customer satisfaction and loyalty.

Managing Product Returns

Product returns are a reality for both brick-and-mortar stores and online businesses. However, companies that can effectively manage product returns can significantly enhance the customer experience. For instance, providing a hassle-free return process can give customers confidence in your services and foster loyalty.


Creating an exceptional MSP customer experience requires a deep understanding of your customers’ needs, strategic positioning within the marketing ecosystem, effective digital marketing, and excellent complaint management, among other factors. By focusing on these areas, MSPs can enhance their customer experience, leading to increased customer satisfaction, loyalty, and business growth.

Remember, in the world of MSPs, the customer experience is not just about offering efficient, high-quality services. It’s about making your customers feel valued, heard, and supported. It’s about demonstrating how your services can help them achieve their business goals. By focusing on these aspects, you can create an MSP customer experience that truly stands out.

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